Senior Architect (CCaaS, Genesys Cloud)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

At IT Services, we are passionate about SaaS, Cloud technologies and Customer focus. Our Telephony Solutions team is continuously expanding. You can always grow within our diverse environment.

We are seeking an experienced Senior Architect with deep technical expertise in Genesys Cloud CX and Contact Center technologies. The ideal candidate brings 8+ years of hands on experience in enterprise Contact Center environments, with strong architectural, analytical, and leadership capabilities. This role is responsible for defining and owning the architectural strategy, governance, and long term technical roadmap for our enterprise-scale Genesys Cloud CX platforms.

The Senior Architect will collaborate closely with business stakeholders, product owners, and engineering teams to design and deliver scalable, secure, omnichannel, and AI driven customer engagement solutions.

• Own the end-to-end architecture, governance, and technology roadmap of the enterprise Genesys Cloud CX platform.

• Design scalable, secure, and resilient Contact Center solutions leveraging Genesys Cloud CX capabilities across voice, digital channels, routing, queuing, WFM, and reporting.

• Lead architectural reviews, solution design workshops, and provide expert guidance to engineering and product teams.

• Assess business requirements and translate them into technical solution designs, integrations, and configuration blueprints.

• Champion omnichannel strategies including chat, email, messaging, social, and next-generation digital channels.

• Utilize AI-driven capabilities such as Genesys Cloud AI, Contact Center AI (CCAI), bots, NLP, and Dialog Engine to build intelligent automation and conversational experiences.

• Drive governance and standardization of architectural patterns, design frameworks, and best practices for CCaaS (Contact Center as a Service).

• Evaluate and integrate AppFoundry solutions, third-party platforms, and enterprise systems.

• Provide subject matter expertise in conversational design using Genesys Cloud Architect.

• Partner with business leaders to align technical solutions with strategic objectives, ensuring value creation and operational efficiency.

• Mentor engineers and technical teams, fostering a culture of innovation and continuous improvement.

• 8+ years of hands-on experience in Contact Center technology environments, with a strong focus on Genesys Cloud CX.

• Deep technical knowledge of:

• Proven experience designing and delivering large-scale enterprise Contact Center solutions.

• Strong understanding of cloud integration patterns, security considerations, and API-driven architecture.

• Excellent communication, stakeholder engagement, and leadership skills.

• Strategic thinking with strong architectural mindset.

• Ability to influence executives, business leaders, and cross-functional teams.

• Strong analytical and problem-solving abilities.

• Self-driven, proactive, and comfortable owning complex initiatives.

• Excellent documentation skills.

• Active Genesys Cloud certification (strong advantage).

• Experience with CCAI, Genesys Cloud AI, or other Contact Center AI platforms.

• Familiarity with AppFoundry applications and cloud ecosystem integrations.

• Background working in Agile product and engineering environments.

• An extra week of holiday (25 days/year), 6 Self-sickness days, Full compensation for up to 10 days absence due to illness/year, Up to 3 additio personal paid days off for long-term service

• Annual bonus

• On-going professional & technical training and certifications

• Flexible working hours with home office possibilities

• Edenred Cafeteria program including fully covered lunch vouchers; pension/life insurance, medical membership, long-term sickness insurance

• Company car for business & private purposes/car allowance

• Multisport card, Discounts with selected partners, Rewards for work anniversaries, Company events and Health Days, Fruit days, One-time maternity grant, Opportunity to buy Deutsche Post AG shares at a discount, and much more.

I’m Jilesh Mattakot, Manager at DHL Information services. Our team is truly global, with talented professionals located across Prague, Malaysia, and Costa Rica. You’ll be joining a highly skilled group responsible for maintaining and evolving a wide range of technologies, covering both on premises solutions and cloud-based applications.

We’re excited to have you onboard and look forward to your contributions to our continued success.

Welcome to the team!