Other Open Positions
Global Contact Center Solution Architect — Genesys Cloud to Amazon Connect (Remote)
Own the global CCaaS architecture and TSA exit from Genesys Cloud to Amazon Connect for a medical technology company. Remote, 12 months from January 2027, US Eastern overlap.
🇪🇺 This position is open to candidates based in Europe (EU/EEA, Switzerland or the UK) only, with fiscal residency there.
B2B collaboration invoiced through a legally registered entity is required.
Location: Remote (Europe), possible travel. Regular overlap with US Eastern time required Engagement: B2B contract, 12 months (January 2027 – December 2027), 100% allocation Start: January 2027 (priority role) Language: Fluent English Reports to: Technology Product Owner
A global medical technology company is separating its contact center and service platform from a shared Genesys Cloud setup (run under a Transition Services Agreement) to a standalone target platform, most likely Amazon Connect. You will own the end-to-end contact center solution architecture globally — North America, EMEA, APAC and LATAM — covering customer service and global employee services (HR, service desk, payroll, maintenance).
Key Responsibilities
Architecture and Design - Assess the current state per region and service: platforms, call flows, numbers, integrations, data flows and run costs - Define the target-state architecture: instance and region strategy, resiliency, environments, identity and access, security controls - Design omnichannel routing for voice, email, chat, messaging, tasks and callbacks (skills, priorities, languages, schedules) - Design self-service and AI: IVR and voice bots, agentic self-service, agent assist, caller authentication and PCI DSS compliant payments - Own the integration architecture: Salesforce (CTI, screen pop, cases from voice/email/chat), ERP and order data, HR and service management platforms, knowledge, surveys - Define reporting and data: real-time and historical KPIs, WFM/QM, wallboards and feeds to the enterprise data platform - Lead the telephony design: carriers and SIP trunking per region, toll-free and local numbers, number porting, recording and retention
Separation and Migration - Define what must be separated from the shared platform during the TSA (numbers, prompts, queues, roles, admin access, recordings, reports) - Build the transition roadmap and TSA exit plan: migration waves by region and service, cutover, parallel run and hypercare - Compare platform options on capability, compliance, time to deliver and run cost; support the platform decision
Process and Customer Journey Mapping - Run as-is / to-be discovery workshops per region and service - Map processes and customer and employee journeys into service designs - Set up a global template of standard call flows and configuration patterns with a governed path for local exceptions
Documentation and Delivery - Produce HLD/LLD, call flow designs, integration specs, user stories, cutover runbooks and handover documents - Act as design authority in agile delivery; support SIT and UAT - Support compliance deliverables: GxP and SOX applicability, privacy impact assessments, security and records management
Requirements
- 10+ years in contact center technology, including several years as solution architect for enterprise, multi-country, multi-language contact centers
- Deep design and delivery experience on enterprise CCaaS — Genesys Cloud is required; Amazon Connect strongly preferred
- Telephony: SIP trunking, carriers, international number management and porting
- Omnichannel routing, IVR, self-service and conversational AI design
- Salesforce Service Cloud integration (CTI, case management) and integration patterns: REST APIs, events, serverless functions, data pipelines
- Security and compliance in regulated environments: PCI DSS, GDPR, SOX, GxP
- Process and customer journey mapping (BPMN, SIPOC) and strong technical writing
- Fluent English and confidence with global stakeholders up to senior leadership
- Ability to work across time zones with regular overlap with US Eastern time
Preferred
- AWS certification (Solutions Architect Associate/Professional) and Genesys Cloud certification
- Carve-out or divestiture experience: TSA setup, Day 1 readiness, TSA exit
- Contact centers for employee services (HR, payroll, service desk), including ServiceNow integration
- Workforce engagement: forecasting, scheduling, quality management, speech and conversation analytics
- Medical device or life sciences industry experience
- Lean Six Sigma or similar process improvement background
- Agile delivery (Scrum) with Jira and Confluence