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About the Role
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.
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, and 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 DXC's 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.
Requirements
- Candidates with an NV1 security clearance will only be considered.
- 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), and 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.
- 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.
Skills
- Genesys Cloud CX
- Contact centre technologies
- SIP
- Voice connectivity
- Carrier integration
- Contact routing
- IVR platforms
- Conversational AI
- Bots
- Workforce Engagement Management (WEM)
- Analytics
- Reporting
- CRM integration
- Identity integration
- Enterprise application integration
- Technical bid responses
- Architecture solutions presentation
- Leadership
- Cross-functional team management
- Technical governance
- IRAP
- ISM
- Cloud assurance
Location
- Australia
Work Type
- Hybrid
Experience Level
- Experienced
- Lead
Benefits
- Competitive remuneration
- Benefits
- Training
- Career opportunities
About the Company
- 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 world’s most complex technology estates.
- 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.
Equal Opportunity
- 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 Policy.
- In 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.
- We’re committed to fostering an inclusive environment where everyone can thrive.