Senior Architect

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.

Digitalization. Simply delivered.

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.

DHL #DHLITServices #GreatPlace #CCaaS #Genesys#WFM

Ready to embark on the journey? Here’s what we are looking for:

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.

Your role:

• 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.