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About the Role
Seeking a senior technical expert with strong expertise in building and modernizing customer service call-center systems using Genesys Cloud CX.
Responsibilities
- Translate business, operational, security, and regulatory requirements, and engage in Genesys architecture and implementation roadmaps for new features and capabilities, functional and non-functional requirements, and support operations and engineering as needed.
- Own or govern architecture across routing, IVR/self-service, voice/telephony, digital channels, workforce engagement, recording, analytics, integrations, identity, and operational management.
- Provide deep Genesys Cloud CX expertise while advising on coexistence and integration considerations for adjacent contact center technologies.
- Define telephony strategy and evaluate Genesys Cloud Voice, BYOC, and carrier integration patterns in the context of Japan-specific connectivity and enterprise requirements.
- Guide API and integration architecture spanning CRM, customer data, identity, security, data/analytics, workforce, and enterprise platforms.
- Lead architecture reviews, design authority decisions, non-functional requirements, resilience planning, security reviews, and production-readiness assessments.
- Create or participate in cutover approaches for complex contact center estates, including dependency mapping, testing strategy, rollback considerations, operational readiness, and phased adoption.
- Advise on AI-enabled contact center capabilities such as conversational self-service, agent assist, summarization, knowledge, and journey orchestration, ensuring use cases are aligned with governance and business value.
- Mentor engineers and solution architects, establish configuration and design standards, review technical deliverables, and resolve complex escalations.
- Engage senior client stakeholders and local Japan teams, clearly explaining architecture trade-offs, risks, dependencies, and recommended decisions.
- Adapt global Genesys reference architectures to Japan-specific telecom, localization, and operating requirements.
- Evaluate local carrier connectivity and voice options, with awareness that available voice/carrier patterns and implementation constraints require Japan-specific validation.
- Lead design decisions covering Japanese-language experiences, business-hour/holiday routing, local operational support, and stakeholder adoption.
- Identify privacy, recording, consent, retention, security, data-location, and cross-border considerations that require validation with the client's legal/compliance teams.
- Bridge Japan business/technology stakeholders, global architecture teams, technology providers, telecom providers, and systems-integration teams.
- Align customer experience modernization and AI use cases with risk, compliance, and human-oversight expectations rather than treating contact center modernization solely as a technology migration.
Requirements
- Demonstrated senior-level experience architecting and delivering enterprise Genesys contact center solutions, including deep expertise in Genesys Cloud CX.
- Strong command of contact center architecture, including ACD/routing, IVR, voice/SIP, digital, outbound, workforce engagement, recording, analytics, integrations, identity, and security.
- Experience leading modernization or migration programs involving legacy contact center technologies and cloud CCaaS.
- Strong understanding of APIs, integration patterns, event-driven architecture, cloud networking, and enterprise security considerations.
- Ability to develop target-state architecture, solution design, migration strategy, non-functional requirements, and technical governance artifacts.
- Excellent client-facing consulting, workshop facilitation, problem-solving, and executive-level communication skills.
- Ability to work effectively with Japan-based and global stakeholders across business and technical functions.
- Genesys Cloud CX architect/consultant certification(s) or equivalent demonstrated expertise.
- Hands-on background earlier in career with Genesys configuration, routing, telephony, or integration engineering.
- Knowledge of legacy Genesys platforms and migration patterns, enabling pragmatic assessment of coexistence and modernization options.
- Japanese-language capability for business/technical workshops and English capability for global architecture and delivery alignment.
- Experience in regulated, high-availability environments where auditability, resilience, customer-data protection, and operational continuity are critical.
- Experience shaping AI, automation, and workforce-transformation use cases within contact centers.
- Insurance-sector contact center transformation experience is highly desirable, particularly in customer service, claims, policy servicing, billing/payment, assistance, or high-touch service operations.
- Understanding of regulated-enterprise controls, including least-privilege access, auditability, recording governance, sensitive-data handling, resilience, and disaster-recovery considerations.
- Experience with high-volume or mission-critical customer operations in insurance, banking, or financial services is preferred.
Skills
- Genesys Cloud CX
- ACD/routing
- IVR
- Voice/SIP
- Digital channels
- Outbound
- Workforce engagement
- Recording
- Analytics
- Integrations
- Identity management
- Security
- APIs
- Integration patterns
- Event-driven architecture
- Cloud networking
- Enterprise security
- Telephony strategy
- Genesys Cloud Voice
- BYOC
- CRM integration
- Customer data integration
- AI-enabled contact center capabilities
- Conversational self-service
- Agent assist
- Summarization
- Knowledge management
- Journey orchestration
- Legacy contact center technologies
- Cloud CCaaS
- Japanese-language capability
- English language capability
- Regulated environments
- High-availability environments
- Customer service
- Claims processing
- Policy servicing
- Billing/payment operations
- Assistance operations
- High-touch service operations
- Least-privilege access
- Auditability
- Recording governance
- Sensitive-data handling
- Resilience planning
- Disaster recovery
- High-volume customer operations
- Mission-critical customer operations
- Banking
- Financial services
Location
- Japan
Work Type
- Full-time
Experience Level
- Senior-level
- Senior
Education Level
- Genesys Cloud CX architect/consultant certification(s) or equivalent demonstrated expertise