Senior Technical Architect (Genesys Cloud)

Location: Hybrid, requiring 2 days per week in a downtown Toronto office, Canada.

Company

hirify.global is a global IT services and consulting company delivering digital transformation and technology solutions for enterprise and start-up clients across more than 25 countries.

What you will do

• Lead end-to-end solution design for contact centre initiatives from business ideation through implementation.
• Design Genesys Cloud CX solutions covering IVR, self-service, call routing, call recording, workforce management, and agent desktop technologies.
• Define API consumption and integrations across CRM, analytics platforms, data services, middleware, internal applications, and external platforms.
• Embed security, privacy, risk, and regulatory compliance requirements into scalable, resilient, and supportable designs.
• Partner with stakeholders, senior leaders, engineering teams, delivery partners, and vendors to guide implementation and technical decisions.
• Maintain traceability between business objectives, requirements, solution components, and delivered functionality, and present solution documentation to technical and non-technical audiences.

Requirements

• 5+ years of experience in solution design or solution architecture for contact centre technology, with hands-on Genesys Cloud CX experience strongly preferred.
• Strong understanding of contact centre technologies and business processes, including IVR, call routing, call recording, quality monitoring, workforce management, and agent desktop solutions.
• Experience designing and delivering API-based integrations across enterprise systems, including CRM, analytics, data services, internal applications, and external platforms.
• Strong understanding of backend integrations, enterprise dependencies, security, and regulatory compliance in complex environments.
• Ability to translate business requirements into scalable, resilient, secure, and supportable solution designs.
• Ability to clarify loosely defined business ideas, ask relevant questions, and guide stakeholders toward effective technical solutions.
• Strong delivery track record carrying solutions from early design through implementation.
• High self-sufficiency and maturity when operating in complex enterprise environments.
• Excellent communication and leadership skills for working with business stakeholders, senior leaders, vendors, technology teams, and delivery teams.

Nice to have

• Experience designing solutions for large-scale contact centres in banking, financial services, insurance, or another highly regulated institution.
• Experience delivering AI-enabled contact centre solutions, including conversational AI, voicebots, chatbots, and intent-based routing.
• Experience with Google integrations or other cloud-based AI services in a contact centre environment.

Culture & Benefits

• Full-time employment with a hybrid work model.
• Health insurance and a comprehensive compensation and benefits package.
• Relocation program and a company culture supporting remote work flexibility.
• Professional development through certification programs, mentorship, talent investment, internal mobility, and internships.
• Collaboration with global clients in a multicultural, inclusive, and supportive environment with regular team-building events.