Customer-S&S-Genesys Cloud Architect (CCaaS)-Manager, Technical Transformation

Deloitte USI (US-India offices) · Consulting & Professional Services

Multiple Locations, India
On-site
Posted yesterday
IT & Infrastructure

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About the job

Customer

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Position Summary

Level: Genesys Cloud Architect (CCaaS), Technical Transformation

Work you’ll do:

Deloitte is seeking a Genesys Cloud Architect with deep expertise in cloud contact center platforms and a strong command of the latest AI capabilities. You will design and lead the delivery of intelligent customer engagement solutions that combine Genesys Cloud CX with generative AI, conversational AI, and advanced analytics. You will translate complex client objectives into scalable, secure, and AI-enabled architectures, and you will help organizations move from traditional contact centers to predictive, self-service, and agent-assist experiences that measurably improve customer outcomes.

Responsibilities

Lead end-to-end solution architecture for Genesys Cloud CX engagements, including routing, IVR, digital channels, workforce engagement, and analytics

Architect AI-driven experiences, including virtual agents, generative AI assistants, intent recognition, and self-service automation, integrated with Genesys Cloud AI capabilities (such as Genesys Cloud AI Studio, Agent Copilot, and Agent Assist)

Design integrations with large language models and AI platforms (such as Azure OpenAI, Amazon Bedrock, Google Vertex AI, or Anthropic Claude) using Genesys Cloud Data Actions, APIs, and middleware

Define retrieval-augmented generation (RAG) patterns and knowledge base strategies to ground AI responses in client content, with appropriate guardrails

Establish governance frameworks for responsible AI in the contact center, covering data privacy, bias monitoring, human-in-the-loop escalation, and model performance tracking

Design speech and text analytics pipelines, including real-time sentiment, quality scoring, and conversation summarization, to drive operational insight

Partner with business stakeholders and delivery teams to translate requirements into AI-enabled technical designs and business cases

Conduct solution reviews, performance assessments, and risk evaluations throughout the project lifecycle

Guide migrations from legacy on-premise or other CCaaS platforms to Genesys Cloud

Mentor consultants and developers on Genesys Cloud configuration, AI tooling, and architectural patterns

Contribute to thought leadership, proposals, and AI-enabled accelerators within the CX practice

Qualifications

Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience

8+ years of experience in contact center technology, with at least 5 years hands-on with Genesys Cloud CX

Genesys Cloud certification (Architect, Admin, or Developer) preferred

Deep knowledge of Genesys Cloud Architect, Data Actions, APIs, and Journey capabilities

Hands-on experience with generative AI and LLM-based applications, including prompt design, evaluation, and integration into production systems

Familiarity with conversational AI platforms, NLU, and voice bot design

Experience integrating contact center platforms with CRM and enterprise systems (such as Salesforce and Microsoft Dynamics)

Strong understanding of WFM, Quality Management, and reporting/analytics within CCaaS environments

Excellent written and verbal communication skills with the ability to present to executive audiences

Willingness to travel to client sites as required

Preferred Skills

Experience with agentic AI workflows and orchestration frameworks

Knowledge of AI security, responsible AI, and regulatory requirements (e.g., EU AI Act, PCI, HIPAA) in regulated industries

Experience with vector databases, embeddings, and knowledge retrieval architectures

Experience with cloud platforms (AWS, Azure, or GCP) and Genesys Cloud Platform API development

Prior consulting experience in a client-facing role

What You'll Bring

A consultative mindset and a passion for using AI to improve customer experiences

Curiosity about emerging AI capabilities and the discipline to evaluate them against business value

Strong problem-solving skills and comfort operating in ambiguous, fast-moving environments

Leadership skills to guide cross-functional teams toward shared outcomes

Manager-level success measures

Architecture connects business outcomes to implementable Genesys Cloud and AI capabilities.

AI-enabled journeys have clear controls, escalation paths, and operational ownership.

Delivery teams understand design decisions and dependencies, with limited avoidable rework.

Client stakeholders have visibility into progress, risks, and readiness for launch and operations.

Teams are coached effectively and contribute to sustained client relationships

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