Job Title:  T&T- Customer - CS&D- Customer Experience | Bengaluru | Associate Director

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Job Description: Senior Technical SME / Solution Architect – Genesys Cloud Migration

Role purpose

Lead the end-to-end migration of an on‑premises Genesys contact centre platform to Genesys Cloud , providing deep technical leadership, architecture governance, and hands-on delivery support. This role is for a senior resource (20+ years’ experience) with proven Genesys expertise and multiple large-scale migration deliveries.

Key responsibilities

Architecture & technical leadership

• Own the target-state Genesys Cloud architecture (voice, digital, routing, reporting, WEM, integrations, security, resiliency).
• Define migration strategy and patterns (rehost/refactor, phased vs big-bang, coexistence/hybrid, cutover approach).
• Produce and govern architecture artefacts: HLD/LLD, integration designs, environment strategy, NFRs, capacity and resiliency models.
• Act as the technical design authority, ensuring alignment to enterprise standards (network, IAM, security, data, observability).

Migration delivery (on-prem to cloud)

• Assess current on‑prem Genesys estate (e.g., routing, IVR, outbound, recording, reporting, custom integrations) and create a migration backlog.
• Lead discovery workshops, dependency mapping, and migration sequencing across business and technology teams.
• Drive build/configuration of Genesys Cloud components: queues, skills, routing, Architect flows, prompts, schedules, WEM, analytics.
• Define and execute cutover plans, rollback strategy, and hypercare approach; ensure minimal customer impact.

Integrations & engineering oversight

• Design and oversee integrations with enterprise systems (CRM, case management, identity, data platforms, knowledge base, payment, workforce tools).
• Guide API/event-driven integration patterns (REST APIs, webhooks, event streams) and integration security.
• Provide hands-on troubleshooting for complex issues across SIP/telephony, routing, media, latency, and platform configuration.

Telephony & network

• Own SIP/voice connectivity design (carrier/SBC, SIP trunks, number management, call flows, codec strategy).
• Partner with network/security teams on connectivity, firewall rules, QoS, DNS, certificates, and monitoring.
• Ensure compliance with call recording, retention, encryption, and regulatory requirements.

Quality, testing & operational readiness

• Define test strategy: functional, regression, performance, failover, DR, and UAT support.
• Establish operational model: monitoring/alerting, incident/problem management, runbooks, support handover, and knowledge transfer.
• Mentor engineers and SMEs; raise overall team capability and delivery pace.

Key skills required 

• 20+ years in contact centre technology with deep Genesys expertise.
• Proven track record delivering on‑prem Genesys to Genesys Cloud migrations (multiple programmes preferred).
• Strong architecture background across routing/IVR, voice, digital channels, reporting/analytics, and workforce/recording.
• Expert understanding of SIP/VoIP, call flows, SBC concepts, carrier integration, and contact centre telephony troubleshooting.
• Strong integration experience using APIs and enterprise integration patterns.
• Experience producing architecture/design documentation and leading technical governance in large programmes.
• Comfortable working in regulated enterprise environments with strong security/compliance expectations.

Preferred / nice-to-have

• Genesys Cloud certifications (e.g., Architect, Admin, Developer) or equivalent demonstrable expertise.
• Experience with hybrid/coexistence patterns during phased migrations.
• Familiarity with CI/CD and automation for configuration/deployment where applicable.
• Experience with large-scale global contact centres (multi-region, multi-language, follow-the-sun operations).