Sr. CCaaS Design Lead (Genesys)

TL;DR

Sr. CCaaS Design Lead (Genesys): Leading the design and architecture of a large-scale contact center transformation for 7,000+ users with an accent on Genesys CX Cloud, omnichannel CX, and enterprise integrations. Focus on defining target-state design, establishing architecture governance, and migrating legacy on-premises environments to the cloud.

Location: All Cities, Canada (Remote flexibility and relocation program available)

Company

Global IT services and consulting company supporting digital transformation for some of the world's largest enterprises.

What you will do

• Lead the end-to-end architecture and design of the Genesys CX Cloud solution across voice and digital channels.
• Translate complex business requirements into scalable, secure, and high-performing target-state design solutions.
• Design customer journeys and omnichannel experiences, incorporating automation, self-service, and personalization.
• Drive integration architecture across CRM platforms, identity systems, and data ecosystems using API-first principles.
• Act as the primary design authority to govern and review solution designs across multiple vendors.
• Mentor internal teams to build capability and ensure long-term ownership of the platform.

Requirements

• 10+ years of experience in contact center / CCaaS architecture and design.
• Strong expertise in Genesys (Engage and/or Genesys CX Cloud).
• Proven experience delivering large-scale contact center transformations.
• Deep knowledge of IVR, routing strategies, omnichannel CX, and conversational AI.
• Experience with enterprise integrations including Salesforce, Dynamics, and cloud ecosystems.
• Strong stakeholder management skills with the ability to engage senior leadership (CIO, CX, IT heads).

Culture & Benefits

• Work From Anywhere culture offering high remote work flexibility.
• Comprehensive compensation and benefits package, including health insurance.
• Available relocation program.
• Professional development opportunities, including certification, mentorship, and talent investment programs.
• Inclusive, multicultural environment with regular team-building and social events.