Experience: 12+ Years (with 5+ in Contact Center/CRM/AI platforms)
We are hiring an Enterprise Technical Architect to lead a large-scale Unified Contact Center program, integrating Genesys CCaaS, Kore ai, HIVE, Azure OpenAI, Dynamics CRM, and multi-cloud (Azure & AWS).
Must-Have Skills:
Proven experience with Genesys Cloud enterprise implementations (IVR, digital channels, APIs, SDKs)
Hands-on expertise in integrating Genesys with AI platforms (Kore ai/ Dialog flow), CRM (Microsoft Dynamics), voice biometrics, and customer feedback tools
Strong knowledge of REST/JSON APIs, event-driven architecture, and multi-cloud (Azure & AWS)
12+ years in enterprise architecture roles, with 5+ years in Contact Center/CRM/AI delivery
Excellent leadership, stakeholder engagement, and vendor management skills
Nice to Have:
• Experience with Power BI and Azure cloud services
• Knowledge of IVR network connectivity (SIP trunking, carrier management)
• TOGAF, Genesys, Microsoft, AWS, or AI-related certifications