Senior Architect
- Hiring from
- India, Malaysia
- Work type
- Hybrid
- Posted
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Your IT Future, Delivered
Principal Architect (Genesys)
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#Omnichannel#Omni #CCaaS #Genesys#WFM
Grow Together
As a Principal Architect (Genesys), you will own the architectural strategy, governance, and technical roadmap for our enterprise-scale Genesys Cloud CX platforms. You’ll partner with business leaders, product teams, and engineering to design scalable, secure, and innovative solutions leveraging Genesys Cloud CX technologies.
This is a hands-on architectural leadership role—perfect for someone who enjoys solving complex problems and driving high-performance customer experiences across global environments.
You will lead the end-to-end architecture for Genesys-based contact center solutions, designing scalable and resilient capabilities across voice, digital channels, IVR, bots, and workforce optimization. You will architect integrations with CRM, identity, analytics, and enterprise systems while driving modernization and best practices. As a senior technical leader, you will guide technical team, collaborate with business stakeholders to shape future-ready designs, ensure compliance with security and data privacy standards, and work closely with Genesys and technology partners on roadmap alignment and influence feature evolution, and resolve technical escalations to support a world-class customer engagement ecosystem
Ready to embark on the journey? Here’s what we are looking for:
As a Principal Architect (Genesys), you should have at least 10 years of experience in Contact Center environments with deep hands-on expertise in the Genesys Cloud CX platform. Knowledge of AI capabilities in the Contact Center space—such as Contact Center AI (CCAI), Genesys Cloud AI, or other relevant AI tools—along with an active Genesys Cloud certification is a strong advantage. You are a Genesys Cloud expert with solid understanding of CCaaS, Omnichannel architecture, Digital Channels, Workforce Management (WFM), queuing and routing, conversational design using Genesys Cloud Architect, AppFoundry solutions, and AI‑driven automation including Dialog Engine, bots and NLP.
In this role, you are expected to operate with a high degree of autonomy, effectively managing complex priorities, meeting deadlines, and performing well under demanding circumstances. Your work regularly involves global coordination, and you collaborate with teams across regions and time zones; therefore, strong communication and interpersonal skills are critical for influencing stakeholders, aligning diverse technical teams, and driving architectural decisions in a multinational environment.
An array of benefits for you:
- Hybrid work arrangements to balance in-office collaboration and home flexibility.
- Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
- In House training programs: professional and technical training certifications.
