We are looking for a Genesys Cloud CX Solution Designer to design and deliver a complete Genesys Cloud CX solution within a complex banking ecosystem.
You will own end-to-end technical solution design across a large-scale enterprise contact centre platform in a highly regulated environment. Acting as a trusted technical leader, you will partner with program managers, engineering teams, vendors and business stakeholders to create scalable, resilient, secure and future-ready solutions, covering integrations with APIs, internal applications, external platforms, data services, security controls and regulatory requirements.
This role requires practical, hands-on implementation expertise, not simply familiarity with contact centre tools.
Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office.
Responsibilities:
- Lead end-to-end solution design for contact centre initiatives, from early business ideation through implementation.
- Partner with business stakeholders and senior leaders to understand objectives and recommend the right technical approach.
- Translate business needs into clear, scalable, secure and supportable contact centre designs.
- Own solution designs across core services, including IVR and self-service, call routing, call recording, workforce management and agent desktop technologies.
- Design Genesys Cloud CX solutions and integrations across internal and external applications.
- Define how Genesys Cloud CX APIs are consumed, and how the platform consumes APIs exposed by other enterprise systems.
- Provide architectural direction for integrations involving CRM, analytics platforms, data services and middleware.
- Build security, privacy, risk and regulatory compliance requirements into solution designs.
- Work closely with delivery partners and vendors to oversee implementation and keep it aligned with the approved design.
- Act as a senior design authority, reviewing and influencing technical decisions across programs.
- Maintain traceability between business objectives, requirements, solution components and delivered functionality.
- Produce clear, well-structured solution design documentation and present recommendations to technical and non-technical audiences.