Lead Genesys Cloud Contact Centre Architect

Job Description:

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software services and solutions to global enterprises and public sector organizations helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services Application Modernization and Industry-Specific Software Solutions DXC modernizes secures and operates some of the worlds most complex technology estates. Learn more on

DXC Technology is seeking an experienced Lead Genesys Cloud Contact Centre Architect to drive the design and delivery of large-scale cloud-based contact centre solutions. This is a high-impact leadership role where you will own the end-to-end architecture of Genesys Cloud CX solutions across strategic pursuits and delivery engagements.

The role will see you take ownership of an active Genesys Cloud CX solution architecture address key client feedback lead technical evaluations and help establish DXCs long-term Genesys architecture capability.

You will serve as DXCs primary architectural authority working closely with clients Genesys delivery teams and executive stakeholders to develop scalable secure and innovative contact centre solutions.

Key Responsibilities

• Lead the end-to-end architecture of Genesys Cloud CX solutions covering:

  • Voice and telephony connectivity

  • Routing and workforce engagement management (WEM)

  • IVR and conversational AI/bots

  • Reporting and analytics

  • Integration with CRM identity and back-office systems

• Own technical solution responses for strategic pursuits including architecture design compliance evidence and client feedback remediation.

• Represent DXC as the lead architect during client presentations demonstrations workshops proof-of-architecture activities and evaluation sessions.

• Define migration strategies from Genesys Engage to Genesys Cloud CX including migration planning cutover approaches risk management and user adoption considerations.

• Collaborate with Managed Services and Transition teams to design scalable operating models for contact centre environments.

• Ensure solution designs address security governance and assurance requirements including Australian Government security standards where applicable.

• Provide technical governance solution estimation resource planning and risk identification throughout the bid and delivery lifecycle.

• Build and strengthen DXCs internal Genesys Cloud CX capability acting as a design authority and mentor for delivery teams.

• Support strategic partner engagement activities with Genesys and ensure alignment through pursuit and contracting phases.

About You

You are a recognised contact centre expert with deep experience designing and delivering enterprise-scale contact centre platforms. You combine strong technical expertise with executive-level stakeholder management and a proven ability to lead complex solution pursuits.

Given the nature of the roles only candidates with or capable of obtaining a suitable AGSVA clearance will be considered.

Essential Experience & Skills

• Extensive hands-on expertise with Genesys Cloud CX and modern contact centre technologies.

• Proven experience architecting and delivering large-scale contact centre solutions supporting hundreds or thousands of users.

• Strong knowledge of:

  • SIP and voice connectivity

  • Carrier integration

  • Contact routing

  • IVR platforms

  • Conversational AI and bots

  • Workforce Engagement Management (WEM)

  • Analytics and reporting

• Experience integrating contact centre platforms with CRM identity and enterprise applications.

• Demonstrated success leading technical bid responses and presenting architecture solutions to senior client stakeholders and evaluation panels.

• Strong leadership experience managing cross-functional teams and driving technical governance.

• Australian citizenship with the ability to obtain or maintain an Australian Government security clearance.

Preferred Qualifications

• Experience working within Australian Commonwealth Government contact centre environments.

• Knowledge of IRAP ISM and PROTECTED-level cloud assurance requirements.

• Current Genesys Cloud CX certifications and/or partner accreditations.

• Experience designing and transitioning managed services operating models.

Our culture and benefits
DXC is committed to building better futures for our customers colleagues environment and communities. We take care of each other and foster a culture of inclusion belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice our people first philosophy means we offer competitive remuneration benefits training and career opportunities that reflect our commitment to improving the lives of our employees and the communities in which we live and work.

How to apply & our commitment to you in return
If you would like to be part of a culture that drives innovation delivers results rewards performance and encourages ideas then please press the Apply Now button to submit your resume.

In return we agree to ensure a hiring process that is enjoyable thorough and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself while learning about us at the same time.

We are an Equal Opportunity Employer
DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the bring your whole-self to work philosophy. It is our inclusive culture that powers our results and our company grows only if our people grow.

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation addition DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services such as false websites or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process nor ask a job seeker to purchase IT or other equipment on our information on employment scams is availablehere.