Senior Solution Architect – Genesys Cloud CCaaS Location: BarcelonaLanguage: English (working language)Start date: ASAPBusiness travel: YesAbout the Role We are seeking a Senior Solution Architect with deep expertise in Genesys Cloud Contact Center as a Service (CCaaS) to support a large, international organization in defining the target detailed architecture for its global contact center platform.The role focuses on designing a scalable, secure, and multi-country CCaaS architecture, while defining a clear AI usage and integration strategy, leveraging both native Genesys Cloud AI capabilities and external enterprise AI platforms.The ideal candidate has strong experience in large-scale enterprise environments, is comfortable working across countries and stakeholders, and can translate business and regulatory requirements into a future-proof, compliant architecture.Key Responsibilities
- Define the end-to-end target architecture for Genesys Cloud CCaaS (logical, functional, and technical views).
- Design a scalable, multi-country architecture aligned with business and IT strategies.
- Define and govern the AI usage framework, including:Native Genesys Cloud AI capabilities. External enterprise AI solutions (Conversational AI, LLMs, analytics platforms).
- Design secure and efficient integration patterns with existing enterprise systems and platforms.
- Define architecture blueprints ensuring interoperability with existing enterprise solutions.
- Build country-specific rollout roadmaps, considering business strategy, IT strategy, and local constraints.
- Define and supervise Proofs of Concept (PoCs) where required.
- Work closely with architecture teams, business stakeholders, IT, security, compliance, and Genesys solution experts.
- Ensure full compliance with internal standards and regulatory requirements.
- Share CCaaS architecture knowledge and best practices with internal teams. Tech Environment
- CCaaS: Genesys Cloud
- Architecture: Cloud-native architectures, APIs, integration patterns
- AI / Analytics: Conversational AI, LLMs, analytics platforms
- Security & Compliance: Enterprise security and regulatory frameworksRequirements Must have:
- Proven experience as an Enterprise Architect or Solution Architect.
- Strong experience designing and implementing large-scale Genesys Cloud CCaaS architectures.
- Solid understanding of cloud architecture, network design, APIs, and data integration patterns.
- Proven experience designing AI/ML integrations, including Conversational AI and LLM-based solutions.
- Experience working in multi-country, complex enterprise environments.
- Fluent English (written and spoken).Nice to have:
- Genesys Cloud certifications.
- Experience in highly regulated industries (e.G. insurance, financial services, healthcare).
- Experience working with global enterprise architecture standards.Soft Skills
- Clear and confident communicator able to explain complex architecture topics to technical and non-technical stakeholders.
- Strong collaborator in distributed and multicultural teams.
- Analytical and solution-oriented problem solver.
- Excellent time management and prioritization skills.
- Leadership mindset with the ability to drive architectural decisions and influence stakeholders.Offer
- High-impact role within a large-scale, international CCaaS transformation program.
- Exposure to enterprise-level architecture and AI strategy.
- Collaboration with senior technical and business stakeholders across multiple countries.
- Dynamic, challenging, and highly professional environment.