Senior Genesys Cloud CX Solution Architect
About Us
Condado is a specialized technology staffing and professional services firm focused on delivering high-impact talent for complex CCaaS (Contact Center as a Service) and enterprise technology engagements. We connect elite engineers and architects with Fortune 100 organizations undergoing mission-critical platform implementations and digital transformation initiatives. Our team operates at the intersection of technology and business outcomes — placing professionals who don't just fill seats, but move the needle on customer experience strategy.
Role Overview
We are seeking a Senior Genesys Cloud CX Solution Architect to lead the design and delivery of a high-impact Genesys Cloud CX implementation for an enterprise client. In this role, you will serve as the technical authority on the Genesys Cloud platform — owning the end-to-end solution architecture across routing, IVR, outbound dialer, reporting, and integrations. You will translate complex business and operational requirements into scalable, resilient contact center architectures that drive measurable CX outcomes.
This is a senior, client-facing role suited for a seasoned Genesys Cloud professional with deep architectural fluency, hands-on platform expertise, and the executive presence to lead technical conversations with enterprise stakeholders.
Key Responsibilities
Architect end-to-end Genesys Cloud CX solutions spanning inbound routing, IVR, outbound dialer, reporting/analytics, and integrations
Lead solution design sessions with client stakeholders, translating business requirements into platform-level architecture decisions
Design and oversee data extraction strategies leveraging the Genesys Cloud Analytics API, Platform API, conversation detail records, and event streaming
Architect event-driven integrations using the Genesys Cloud Notification Service and AWS EventBridge to downstream targets (S3, Lambda, Redshift, BI tooling)
Define and document the conversation, session, and segment data model approach for client reporting and analytics use cases
Own outbound dialer architecture, including campaign design, dial attempt extraction, and compliance considerations
Serve as the senior Genesys SME for both internal delivery teams and client-side technical leadership
Troubleshoot complex platform issues across routing, telephony, integration, and reporting layers
Produce architecture diagrams, integration specifications, and reference documentation
Support testing, UAT, cutover, and hypercare activities through to production stabilization
7+ years in contact center / CCaaS solution architecture, with 4+ years hands-on Genesys Cloud (PureCloud) experience
Deep expertise across the Genesys Cloud platform: Architect (flows), routing, IVR, outbound dialer, reporting/analytics, WFM, QM, and omnichannel
Strong working knowledge of the Genesys Cloud Platform API, Analytics API, and Notification Service
Demonstrable fluency in the Genesys Cloud data model — conversations, sessions, segments — and how to extract and operationalize that data outside of native dashboards
Hands-on experience streaming Genesys Cloud data to external systems via AWS EventBridge, Lambda, S3, and/or data warehouse targets such as Redshift
Architectural experience with outbound dialer event structures and dial attempt data extraction
Strong understanding of SIP, telephony infrastructure, and cloud contact center fundamentals
Proven ability to lead client-facing technical conversations and align executive and non-technical stakeholders
Experience delivering Genesys Cloud solutions in Fortune 500 / enterprise-scale environments
Preferred Skills & Nice-to-Haves
Genesys Cloud certifications (e.g., Genesys Cloud CX Professional, Genesys Cloud CX Architect, or equivalent)
Hands-on experience with Genesys Speech & Text Analytics, Genesys WEM, or Genesys AI Experience
CRM integration experience with Salesforce, ServiceNow, or Microsoft Dynamics
Familiarity with integration middleware (MuleSoft, Boomi) and REST API design
Background in a professional services, consulting, or managed services environment
Prior experience supporting US-based enterprise clients in regulated industries (financial services, healthcare, telecom)
Timezone Expectations
Candidates must be able to accommodate US business hours, in Mountain Standard Time (MST).