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Leads end-to-end delivery of technical speech-enabled IVR and voice solution projects. Manages client relationships, cross-functional teams, technical and business workstreams, governance, planning, risks, dependencies, escalations, and delivery trade-offs. Partners with Product and Technical Leads on backlog prioritization and sequencing while improving delivery processes and ensuring projects meet scope, schedule, budget, and client expectations.

Designs, configures, and deploys Genesys Cloud IVR flows and WhatsApp Business integrations. Manages outbound and skill-based dialing campaigns, digital routing, APIs, webhooks, and internal platform integrations. Supports marketing rollouts, incidents, testing, documentation, and solution standards while collaborating with vendors and cross-functional teams. Fluency in Spanish and English is required.

Support and maintain AWS-based Amazon Connect contact center environments. Build monitoring and observability capabilities using Splunk, CloudWatch, and Zabbix; troubleshoot production incidents, perform root cause analysis, improve logging standards, and implement corrective actions. Collaborate with developers, architects, platform owners, and vendors to enhance reliability, dashboards, diagnostics, and operational efficiency across CCaaS platforms.

Support and maintain AWS-based Amazon Connect contact center environments. Build proactive monitoring, logging, dashboards, and observability capabilities using Splunk, CloudWatch, and related tools. Troubleshoot production incidents, perform root cause analysis, implement corrective actions, and improve platform reliability. Collaborate with developers, architects, platform owners, and vendors to enforce monitoring standards and enhance operational performance across enterprise CCaaS platforms.

Design, build, and optimize Amazon Connect contact center solutions: contact flows, IVR, routing, Lambda integrations with DynamoDB/S3/CloudWatch, CRM and third-party integrations, conversational AI, CI/CD and IaC automation, troubleshooting, and stakeholder collaboration.

The Genesys Cloud Architect leads the architecture of cloud-based contact center solutions, aligning technical vision with business goals, and mentoring engineering teams.

The Genesys Cloud Architect will design, develop, and oversee cloud contact center solutions, ensuring they align with business goals and maintain high performance and security standards. The role includes mentoring teams and integrating various platforms for seamless customer experiences.

Lead and oversee multiple concurrent technology programs: ensure profitable delivery, manage risks, stakeholders, finances, hiring, and global remote teams; drive customer success and program-level reporting.

Lead design and architecture of Genesys Cloud CX contact center solutions. Translate business needs into scalable, secure architectures; define technical roadmaps; integrate Genesys with CRM, WFM, analytics and third-party systems; ensure high availability, security, and performance; mentor engineering teams and drive adoption of best practices.