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

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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

• 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

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

• 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

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.

• 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

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India. Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

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Requisition code: 373304