About Cronos Europa Portugal
Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group — a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams.
About the Assignment
- Client: Global automotive manufacturer — customer care technology programme
- Engagement: Full-time
- Start date: 1 October 2026
- Duration: minimum 6 months, extendable up to 3 years
- Model Nearshore: delivery from Lisbon
- Office presence: Minimum 3 days per week on-site in Lisbon
- Travel Delivery is 100% from Lisbon. Occasional travel to Germany is likely; colleagues from Germany will also visit the Lisbon team.
- Level: Senior / Expert
The client is consolidating how customers reach the brand across every market and every channel. Genesys Cloud is the contact centre and customer engagement platform behind that capability, working alongside a Salesforce CRM and case management layer and an enterprise data platform.
The Genesys Cloud Architect defines the strategic architecture and the target state for contact centre and customer engagement capabilities. This is a design and governance role at programme level — not a configuration or administration role.
Key Responsibilities
TARGET-STATE ARCHITECTURE
- Define the strategic architecture and target state for contact centre and customer engagement capabilities on Genesys Cloud
- Ensure solution consistency across voice and digital channels — telephony, email, chat, messaging, and social
- Balance business requirements against technical constraints, scalability, and operational efficiency
- Set the architectural direction that delivery teams build against
PLATFORM CAPABILITIES
- Architect routing and distribution logic that gets each contact to the right skill, team, and market
- Design self-service and automation: IVR and conversational flows, bots, and deflection
- Define the workforce engagement architecture — forecasting, scheduling, quality management
- Define the reporting and analytics model for contact centre performance across markets
INTEGRATION
- Design integration patterns between Genesys Cloud and the surrounding landscape — CRM and case management, enterprise data services, and operational systems
- Ensure interaction data flows coherently into reporting and customer records
- Work alongside the CRM, cloud, and data architects to keep the target architecture coherent
Requirements
MANDATORY EXPERIENCE
- Genesys Cloud (CX) architect experience — owning target-state architecture, not only administration or flow building
- Contact centre architecture — across both voice and digital channels
- Routing and distribution design — queues, skills, ACD logic, priority and capacity rules
- IVR / conversational flow design — on Genesys Cloud
- Integration architecture — Genesys Cloud APIs, event handling, and integration with CRM and data platforms
- Workforce engagement management — forecasting, scheduling, quality
- Multi-market environments — multi-language contact centre operations
- English — professional working proficiency; it is the programme language
SENIORITY
- Senior to Expert level — minimum 8 years in contact centre technology, of which at least 3 architecting on Genesys Cloud.
PREFERRED / ADDED VALUE
- Genesys Cloud certifications (CX Professional / Architect track)
- Experience integrating Genesys Cloud with Salesforce Service Cloud
- Migration experience from legacy platforms (Genesys Engage, PureConnect, Avaya, Cisco) to Genesys Cloud
- Background in customer service, after-sales, or another large-scale B2C service organisation
- Experience working in an Agile programme with Product Owners and Scrum Masters
- Additional European languages
Why Cronos Group?
We’ll propose you:
- An attractive salary package
- A good work-life balance environment
- The assurance of working in cutting-edge technologies in an entrepreneurial spirit.
- The opportunity to develop your skills thanks to tailor-made training courses according to your needs
- A good job in a friendly place
If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!
Skills Required
- Genesys Cloud architect experience (owning target-state architecture)
- Contact centre architecture across voice and digital channels
- Routing and distribution design (queues, skills, ACD logic, priority and capacity rules)
- IVR and conversational flow design on Genesys Cloud
- Integration architecture using Genesys Cloud APIs and event handling, integrating with CRM and data platforms
- Workforce engagement management (forecasting, scheduling, quality management)
- Experience in multi-market, multi-language contact centre operations
- Professional working proficiency in English
- Minimum 8 years in contact centre technology, including at least 3 years architecting on Genesys Cloud
- Genesys Cloud certifications (CX Professional / Architect track)
- Experience integrating Genesys Cloud with Salesforce Service Cloud
- Migration experience from legacy platforms (Genesys Engage, PureConnect, Avaya, Cisco) to Genesys Cloud
- Background in large-scale B2C customer service or after-sales operations
- Experience working in Agile programmes with Product Owners and Scrum Masters
- Additional European languages
What We Do
Cronos Europa is an IT and digital communications company uniquely dedicated to serving the European institutions, agencies and bodies. From the European Union to EUROCONTROL, we partner with a range of supranational and interinstitutional authorities. Our mission is to arm them with the tools they need to thrive in the digital age. Every aspect of our organisation is designed to complement their capabilities - from our people to our processes and our premises. Our brand combines the expertise of former companies Cronos International and C-Dev, with the creative skills of Inspiiro and the breadth of capabilities of the Cronos Group. Today, Cronos Europa employs over 1,000 people in offices across Belgium, Luxembourg and the Netherlands, serving institutions across diverse framework contracts. Cronos Europa is part of the Cronos Group, one of the largest IT service providers in the Benelux, employing over 8,000 people across 200 competence centres. By leveraging the Group’s resources, Cronos Europa can help clients extract value from new and emerging technologies, for everything from Artificial intelligence to Zg Quantum. For spontaneous applications: https://cronoseuropa.breezy.hr/p/7a64ee973c6701-spontaneous-application?state=published
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