Genesys Solution Architect

About the role

Capco is seeking an experienced Genesys Solution Architect to lead the architecture, design, and implementation of Genesys Cloud CX solutions within a complex banking environment. Acting as the primary technical authority for Genesys‑related solution decisions, you will work closely with business stakeholders, engineering teams, and client leadership to deliver innovative customer experience capabilities across voice, digital, and conversational AI channels.

Key responsibilities

• Lead the end‑to‑end solution architecture, design, and implementation of Genesys Cloud CX platforms within complex banking environments.
• Define scalable architectures across Voice, IVR, Routing, Workforce Engagement Management (WEM), Digital Channels, Reporting, and Conversational AI capabilities.
• Facilitate architecture workshops and design authority forums, providing technical leadership across business, technology, operations, and vendor teams.
• Design integration solutions leveraging REST APIs, Web Services, OAuth, middleware platforms, and event‑driven architectures.
• Ensure alignment with enterprise architecture standards, security policies, regulatory requirements, and operational best practices.

Required profile

• Proven experience as a Genesys Solution Architect delivering large‑scale contact centre transformation programmes.
• Deep expertise in Genesys Cloud CX architecture, deployment, configuration, and operational design.
• Strong understanding of cloud‑native architectures, SaaS operating models, integration patterns, and customer engagement technologies.
• Experience working within highly regulated industries, ideally Banking or Financial Services.
• Excellent stakeholder management, communication, analytical, and problem‑solving skills with the ability to engage both technical and executive audiences.

Required skills

• Genesys Cloud CX architecture and deployment
• REST APIs, Web Services, OAuth
• Middleware and event‑driven integration patterns
• Cloud‑native SaaS platforms
• Voice, IVR, routing, Workforce Engagement Management
• Digital channel integration and reporting
• Conversational AI (Voicebot, Chatbot) technologies

What we offer

• Deliver high‑impact technology solutions for Tier 1 financial institutions.
• Work in a collaborative, flat, and entrepreneurial consulting culture.
• Access continuous learning, training, and industry certifications.
• Be part of a team shaping the future of digital financial services.