Senior CCaaS Design Lead (Genesys)

TL;DR

Senior CCaaS Design Lead (Genesys): Leading the design and architecture of a large-scale contact center transformation migrating 7,000+ users to Genesys CX Cloud with an accent on customer journeys and enterprise integrations. Focus on defining the future-state architecture, governing solution designs across vendors, and enabling internal team self-sufficiency.

Location: Must be based in Canada

Company

Global IT services and consulting company that supports digital transformation for some of the world's largest enterprises across 5 continents.

What you will do

• Lead the end-to-end architecture and design of the Genesys CX Cloud solution across voice and digital channels.
• Translate business requirements into scalable, secure, and high-performing target-state design solutions.
• Design customer journeys and omnichannel experiences, including automation, self-service, and personalization.
• Drive integration architecture across CRM, identity systems, and data ecosystems using API-first principles.
• Act as the primary design authority, governing and reviewing solution designs across multiple vendors.
• Establish design principles and governance frameworks in collaboration with security and cloud teams.

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 APIs.
• Strong stakeholder management skills to engage with senior leadership (CIO, CX, IT heads).

Culture & Benefits

• Work From Anywhere flexibility.
• Comprehensive compensation and benefits package, including health insurance.
• Availability of a relocation program.
• Professional development opportunities, including certification and mentorship programs.
• Inclusive multicultural environment with a focus on social sustainability and gender equality.