Do you want to shape the architecture behind global customer communication platforms?
Do you have strong experience in cloud and contact center architecture, building scalable systems that power real customer interactions?
Are you looking for a senior role where you can take full ownership of architecture, strategy and long-term platform evolution?
In this role, you will take ownership of the architecture and long-term evolution of a global Genesys Cloud-based CCaaS platform.
You will be responsible for
- Designing end-to-end cloud architecture for enterprise-scale systems
- Defining technical roadmaps, architecture standards and governance models
- Building scalable solutions for voice and digital communication channels
- Designing omnichannel experiences across chat, messaging, email and customer interaction flows
- Driving AI-enabled automation, conversational flows and intelligent routing capabilities
- Leading API-based integrations across internal and external systems
- Facilitating architecture and solution design workshops with technical and business stakeholders
- Collaborating closely with engineering, product and business teams to align technology with strategy
- Mentoring engineers and architects while driving best practices in architecture and delivery
NABÍZÍME
What We Offer?
- 5 weeks of vacation + 6 sick days, and additional days off for long-term cooperation
- Annual bonus of up to 20% of gross annual salary
- Flexible working hours and hybrid model (3 days home office per week)
- Company car for private use or car allowance
- Multisport card and other leisure benefits
- Meal allowance and additional benefits via Edenred system
- Pension and life insurance contributions
- Support for professional development, including training and certifications
- Work on international projects using modern technologies
- Option to purchase company shares under favorable conditions
- Rewards for work anniversaries and long-term cooperation
- Company events, health & wellbeing activities, and other employee benefits
POŽADUJEME
What we are looking for?
- 8+ years of experience in contact center technology environments with a strong focus on Genesys Cloud CX
- Proven experience with Genesys Cloud CX and CCaaS architecture design at enterprise scale
- Strong background in designing omnichannel customer communication flows and digital interaction channels
- Solid understanding of routing strategies, queuing models, interaction handling and workflow orchestration
- Experience with workforce management (WFM) concepts and tools
- Hands-on experience with conversational design using Genesys Cloud Architect
- Experience with AI-driven automation including bots, NLP and dialog engine capabilities
- Experience delivering large-scale enterprise contact center solutions
- Strong knowledge of cloud integration patterns, API-driven architectures and security principles
- Ability to translate business needs into robust technical solutions in complex environments
- Strong ownership mindset, strategic thinking and experience driving complex architectural initiatives
Nice to have
- Active Genesys Cloud certification (strong advantage)
- Experience with CCAI, Genesys Cloud AI or other enterprise contact center AI platforms
- Familiarity with AppFoundry ecosystem and cloud integrations
- Experience working in agile product or engineering environments
DALŠÍ POŽADAVKY
- angličtina (C1 - aktivně)
Send us your CV in English and Czech if you have one. For more related job opportunities visit https://www.grafton.cz/en/job-search
