Contact Center Architect – Genesys Cloud CX

Job Description

APPLICATION ARCHITECT -Genesys Cloud Contact Center Admin | Wipro

The Tone:
This is a full-time role at Wipro, located remotely across India. Wipro is an end-to-end digital transformation partner focused on constant evolution of business and industry. This role matters by empowering the design, integration, and support of critical contact center solutions, contributing to modern customer experience delivery.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote – India
• Mission: Design, integrate, and support enterprise-scale omnichannel customer experience solutions to meet evolving business needs.
• Tech Stack: Genesys Cloud CX, Genesys Engage, Cisco Webex Contact Centre, UCCE, UCCX, NICE CXone, Microsoft Dynamics 365 Contact Centre

What You’ll Actually Do
• Requirement Analysis: Coordinate with business and development teams to understand application-specific requirements including module-level needs, data flows, and integration expectations.
• Designing: Create high-level application architecture designs across application and database layers to ensure alignment with defined design guidelines, frameworks, patterns, protocols, and API design.
• Integration Assessment and Support: Assess and evaluate application’s interaction with existing systems, databases, and infrastructure to validate integration feasibility.
• Troubleshooting: Support application testing after deployment and help validate functional behavior of application design.

The Must-Haves
• Background: 10+ years of IT experience with at least 7 years in Contact Centre technologies, coupled with a strong understanding of contact center operations, customer journeys, routing strategies, and workforce optimization.
• Experience: 8-10 years of experience in an Application Architect role, including proven expertise in delivering enterprise-scale omnichannel customer experience solutions.
• Skills: Genesys Cloud Contact Center Admin, Genesys Cloud CX / Engage, Cisco Webex Contact Centre / UCCE / UCCX, NICE CXone, Microsoft Dynamics 365 Contact Centre.
• Bonus: More than 10 years of overall IT experience.