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Lead design and architecture of large-scale Genesys Cloud CX contact center solutions. Translate business requirements into scalable, secure designs, drive technical roadmaps, oversee integrations (CRM, WFM, analytics), ensure high availability and compliance, mentor engineering teams, and maintain platform innovation.

Design and lead architecture for Genesys Cloud CX contact center solutions. Translate business needs into scalable, secure designs; integrate CRM, WFM, analytics and third-party systems; ensure high availability, security, and performance; provide hands-on technical leadership, mentor teams, and drive the CX platform roadmap and innovation.

Design and lead cloud-based contact center solutions on Genesys Cloud CX. Translate business requirements into scalable, secure architectures, manage integrations (CRM, WFM, analytics), provide hands-on technical leadership, mentor teams, ensure security/compliance, and drive roadmap and innovation for CX platforms.

Operate and optimize AWS infrastructure for Amazon Connect and enterprise platforms. Manage Terraform IaC, automate tasks with Python/AWS CLI, support incidents and DR, build self-healing automation and runbooks, implement observability and monitoring, and support CI/CD, deployments, and release management with cross-team collaboration to improve scalability, security, and reliability.

Lead the architecture and design of cloud-based contact center solutions using Genesys Cloud CX, collaborating with stakeholders and engineering teams to deliver integrated customer experience solutions.

Provide L3 production support for NICE CXone contact center environments: monitor platform health, resolve incidents/outages, perform RCA, support ACD/IVR/routing/agent desktop/digital channels, troubleshoot integrations/APIs/telephony/CRM, support deployments, create runbooks, and drive automation and operational improvements.

The Researcher will actively search for qualified candidates, perform CV screening and selection, conduct market analysis, and maintain internal databases as part of the recruitment process.