Communications Architect

This role focuses on the architecture and technical design of our customer experience (CX) and communication solutions. Centered on the Genesys Cloud platform, the role covers all touchpoints across the customer journey, from initial contact to ongoing support, spanning voice, web, chat, and mobile. Delivering a seamless and positive CX is crucial for maintaining our market-leading position and driving loyalty.

Main Purpose of Role

The Communications Architect plays a key role in defining and delivering the technical strategy for communication solutions. Key responsibilities include:

• Designing and documenting solutions that are customer-centric, scalable, and integrated across various channels.
• Selecting and integrating appropriate technologies to enhance the customer journey.
• Providing technical leadership and guidance to development teams.
• Ensuring adherence to architectural principles and standards.
• Collaborating with stakeholders to translate business needs into technical solutions that improve CX.
• Ensuring design activities follow best practice principles in line with the company architectural strategy.
  

Tasks & Responsibilities

• Define and maintain the technical architecture for communication and CX solutions.
• Design and document solutions for new initiatives and enhancements.
• Integrate various platforms and systems with our Genesys platform.
• Provide technical guidance and support to development teams.
• Ensure adherence to architectural principles and security standards.
• Collaborate with stakeholders across the business to gather requirements and feedback.
• Monitor and optimise the performance and effectiveness of communication solutions.
• Stay up-to-date on emerging technologies and trends in the CX and Genesys space.