Principal Customer Experience (CX) Solutions Architect - Genesys Cloud & AI
Job Title: Principal Customer Experience (CX) Solutions Architect – Genesys Cloud & AI Contract Type / Duration: Contract – 6 Months Location: Remote – United States Work Hours: 40 Hours per Week Must be available to support Central Time Zone business hours. Travel: Potential travel to Texas approximately once every other month. Business travel expenses will be covered. Job Summary / Overview We are seeking a Principal Customer Experience (CX) Solutions Architect to provide strategic and architectural leadership for enterprise customer engagement solutions centered on Genesys Cloud CX and AI. This role will define the future-state customer experience vision, architecture, roadmap, and governance across voice, web, mobile, chat, virtual assistants, email, and emerging digital channels. The architect will partner with business leaders, product teams, application development, and contact center operations to create seamless customer journeys while maintaining customer context, interaction history, intent, and sentiment across channels. The ideal candidate combines deep Genesys Cloud CX expertise with enterprise architecture, omnichannel strategy, conversational AI, cloud integration, and strong executive-facing consulting skills. Top Required Skills (Ranked) Genesys Cloud CX Architecture – Deep experience designing enterprise Genesys Cloud CX solutions and leading contact center/CX transformation initiatives. Omnichannel & Customer Journey Architecture – Experience designing seamless transitions across digital channels, virtual assistants, voice, and live agents while preserving customer context. AI & Enterprise Integration Architecture – Experience with conversational AI, Genesys AI capabilities, REST APIs, event-driven architecture, and cloud-based integrations.
Key Responsibilities
Define enterprise customer experience strategy, architecture, and technology roadmaps Architect omnichannel customer engagement solutions using Genesys Cloud CX Design customer journeys across voice, web, mobile, chat, email, virtual assistants, and live-agent experiences Establish architecture patterns for preserving customer context, interaction history, intent, and sentiment across channels Design AI-powered customer engagement solutions utilizing native Genesys AI capabilities Identify opportunities to use platform-native functionality and minimize unnecessary custom development Define customer journey orchestration and integration strategies Architect REST API and event-driven integrations between customer-facing applications and contact center platforms Establish standards for interaction history, journey analytics, AI-generated summaries, agent experiences, and intelligent routing Lead architecture reviews, executive discussions, and strategic planning sessions Partner with product, digital, application, business, and contact center teams Provide architectural oversight and technical mentorship during implementation Evaluate emerging CX, AI, and contact center technologies Required Qualifications 10+ years of solution architecture, enterprise architecture, or customer experience architecture experience 5+ years of Genesys Cloud CX or comparable enterprise contact center platform experience Strong Genesys Cloud CX architecture experience Experience developing enterprise technology roadmaps and transformation strategies Deep understanding of omnichannel customer engagement Customer journey orchestration experience Experience integrating customer-facing web and mobile applications with contact center ecosystems Cloud architecture experience; AWS preferred Strong knowledge of REST APIs, event-driven architecture, and enterprise integration patterns Experience working with executives, business leaders, program managers, and technical teams Strong consulting, presentation, and communication skills Preferred Skills / Nice to Have Genesys Cloud Architect certification Genesys AI experience Conversational AI and intelligent virtual assistants Customer service automation Agent Assist AI-powered routing Customer journey analytics Sentiment analysis Dynamics 365 Salesforce ServiceNow Healthcare industry experience AWS Cloud Services Key Technologies Genesys Cloud CX Genesys AI AWS