Principal Architect

The Principal Architect role focuses on leading the design and implementation of advanced technology solutions using Genesys Cloud and Amazon Connect. This position requires extensive experience in data governance, presales engagement, and the development of tailored CCaaS solutions. The successful candidate will provide technical leadership, collaborate closely with stakeholders, and ensure compliance with industry standards while driving innovative solutions for enhanced customer engagement.

We are seeking a Sr. Technology Architect with 16 to 20 years of experience to join our team. The ideal candidate will have extensive experience in Genesys Cloud and Amazon Connect. This hybrid role requires a deep understanding of data governance and will involve designing and implementing advanced technology solutions.

Cognizant’s ‘Customer service Transformation’ team is part of Cognizant’s Enterprise Platform Services (EPS). This is transforming rapidly, thanks to expanding digital technologies, AI-driven self-service, and the adoption of cloud. Contact centers have re-shaped into experience centers that deliver pro-active, hyper-personalized services. At Cognizant, you will join a dynamic team that helps create a contact center that remodels traditional customer journeys, selects the right platforms and infuses next-gen technologies to drive better business outcomes for our clients.

Role: Principal Architect

Location: Remote

Experience: 16 - 20 Years

Salary and Other Compensation:

The annual salary for this position is between $150,000 and $190,000 depending on the experience and other qualifications of the candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Paid holidays plus Paid Time Off

• Medical/Dental/Vision/Life Insurance

• 401(k) plan and contributions

• Long-term/Short-term Disability

• Paid Parental Leave

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Responsibilities

• Lead the design and implementation of technology solutions using Genesys Cloud and Amazon Connect.
• Oversee the integration of these solutions with existing systems to ensure seamless operations.
• Provide technical guidance and support to the development team throughout the project lifecycle.
• Ensure that all technology solutions comply with industry standards and best practices.
• Collaborate with stakeholders to gather requirements and translate them into technical specifications.
• Develop and maintain documentation for all technology solutions and processes.
• Conduct regular reviews and assessments of technology solutions to identify areas for improvement.
• Implement data governance practices to ensure the integrity and security of data.
• Monitor system performance and troubleshoot any issues that arise.
• Stay up-to-date with the latest advancements in technology and incorporate them into solutions.
• Work closely with the project management team to ensure that projects are delivered on time and within budget.
• Provide training and support to end-users to ensure they can effectively use the technology solutions.
• Contribute to the company's overall technology strategy and roadmap.
• Solution Architecture and Design: Architect, design, and deliver tailored CCaaS solutions on the Genesys Cloud platform, incorporating AI capabilities, custom integrations to voice and digital communications, analytics, user experience, data transformation, automation, system administration and compliance technologies as appropriate to meet complex customer requirements
• Technical Leadership in Presales: Lead presales activities by providing in-depth expertise in Genesys Cloud CX and demonstrating a clear understanding of customer needs to position our solution offerings effectively
• Client Engagement & Consultation: Engage with customers as the technical expert, guiding them on best practices and custom solution options to maximize their experience and platform benefits
• Prepare and deliver compelling presentations and demonstrations of Genesys Cloud solutions, showcasing your deep technical knowledge and customer-focused design

Qualifications

• Possess extensive experience with Genesys Cloud and Amazon Connect.
• Have a strong understanding of data governance practices.
• Demonstrate excellent problem-solving and analytical skills.
• Exhibit strong communication and collaboration abilities.
• Show proficiency in designing and implementing technology solutions.
• Have a proven track record of successfully leading technology projects.
• Be able to work effectively in a hybrid work model.
• Display a commitment to staying current with industry trends and advancements.
• Possess the ability to document and communicate technical information clearly.
• Have experience in providing technical support and training to end-users.
• Show a strong attention to detail and a commitment to quality.
• Be able to work independently and as part of a team.
• Demonstrate a proactive approach to identifying and addressing potential issues.
• Responsible for architecting innovative, scalable, and reliable CCaaS solutions that leverage the Genesys Cloud CX Platform, integrated with advanced AI capabilities to meet specific customer needs to drive Services Sales
• This position requires hands-on experience with custom development, pre-sales engagement, and technical leadership to design and deliver highly customized, customer-centric solutions
• You will be joining a collaborative team of like-minded people who thrive on technical problem solving and relish design and implementation challenges
• The role will require you to lead/contribute with broad technical understanding with strong spoken and visual presentation skill, create/deliver highly customized demonstrations, and position our delivery services for customers and prospects

Certifications Required

Genesys Cloud Certified Professional Amazon Connect Certification

Principal Architect, Genesys Cloud, Amazon Connect, CCaaS solutions, data governance, customer experience, technology solutions, AI integration, cloud technologies, technical leadership