Senior Solution Architect – Genesys Cloud (CCaaS)
Location: Barcelona, Catalonia, Spain
Company: A leading global insurance and asset management company delivering financial protection and investment solutions worldwide via Talent-C
Contract: Permanent Contract or Freelance
About the Opportunity
We are looking for an experienced Senior Solution Architect to lead the architecture design of a Genesys Cloud Contact Center as a Service (CCaaS) platform as part of a large international transformation program.
This role will play a key part in defining and implementing a scalable, multi-country contact center architecture, ensuring seamless integration with enterprise systems while shaping the strategy for AI-powered customer interactions.
You will collaborate closely with business stakeholders, IT teams, security experts, and enterprise architects across multiple countries to build a future-proof, secure, and high-performing CCaaS environment.
Your Key Responsibilities
* Design the end-to-end architecture for the Genesys Cloud CCaaS platform
* Define high-level and detailed architecture blueprints (logical, functional, and technical views)
* Establish integration patterns and architecture standards to connect the CCaaS platform with enterprise systems
* Design multi-country rollout strategies, considering business needs and local requirements
* Define the AI architecture strategy, balancing Genesys native AI capabilities and external enterprise AI solutions
* Evaluate and design integrations for conversational AI, LLM-based systems, and analytics platforms
* Lead proof of concepts (PoCs) to validate architectural approaches and innovative solutions
* Work closely with architecture, security, IT, and business teams to ensure alignment with enterprise standards
* Ensure compliance with internal architecture governance and regulatory frameworks
* Promote knowledge sharing and best practices around CCaaS architecture within the organization
What We’re Looking For
* Proven experience as a Solution Architect or Enterprise Architect in Genesys Cloud (CCaaS) environments
* Strong background in cloud architecture, API integration, and distributed systems
* Experience designing large-scale contact center solutions across multiple countries
* Knowledge of AI/ML integrations, such as conversational AI, LLMs, or advanced analytics
* Ability to work with cross-functional and international teams
* Strong communication and stakeholder management skills
* Professional proficiency in English
⭐ Nice to Have
* Genesys Cloud certifications
* Experience in insurance, financial services, or regulated industries
* Previous involvement in large contact center transformation programs
Technical Environment
* Genesys Cloud (CCaaS)
* Cloud Architecture
* API & Enterprise Integration Patterns
* Conversational AI / LLMs / Analytics Platforms
✈ Business Travel: Occasional travel may be required depending on project phases.
#J-18808-Ljbffr