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Contact Center Cloud Architect

3 weeks ago

Austin, Texas, United States Navan Full time

Join Navan's innovative Business Technology team as the Principal Genesys Cloud Architect and own the detailed design and architecture of our global customer experience ecosystem. As the technical authority on our Genesys Cloud CX deployment, you won't just maintain a system; you will define the "art of the possible." You will bridge the gap between our business stakeholders' complex custom requirements and technical reality, designing deep integrations that allow Navan to deliver a personalized, data-driven experience to travelers worldwide.

Navan offers a dynamic and fast-paced Business Technology environment where you can grow your skills, take on new challenges, and make a significant impact on the success of the organization. The ideal candidate acts as a "translator"—capable of deep-diving into API configurations and Architect flows one minute, and leading a strategy session with business VP's the next. If you are passionate about architecting complex, custom solutions and thrive in a fast-paced, high-growth environment, we want you to join Navan's Business Technology Team.

Navan isn't just a travel management company; it's a game-changer. As one of the fastest-growing companies in the industry, we're rewriting the rule book and creating innovative solutions that revolutionize business travel. But what sets us apart is our team: a group of passionate, driven individuals who aren't afraid to challenge the status quo and think outside the box. Join us at Navan, and you'll be part of a dynamic, inclusive community that values diversity, creativity, and collaboration. Together, we're changing the way the world travels – and we're just getting started.

What You Will Be Doing:

As the Principal Genesys Cloud Architect, you will serve as the primary technical lead for the design and evolution of Navan's Contact Center capabilities. Your primary responsibilities will include:

  • Architecture & Design: Leading the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC (Bring Your Own Carrier), and edge architecture can scale with Navan's rapid global expansion.
  • Complex Flow Logic: Designing and building advanced interaction workflows in Genesys Architect. You will move beyond standard routing to create dynamic, data-driven experiences across Voice, Chat, SMS, and WhatsApp.
  • Deep Integrations: Architecting "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan's proprietary backend, Salesforce, and other critical business systems.
  • Business Alignment: Partnering with Support and Sales leadership to translate complex business requirements (e.g., custom VIP routing, follow-the-sun models) into functional technical designs.
  • Innovation: Acting as the Subject Matter Expert (SME) for the Genesys platform, evaluating new features (AI/Bot flows, WEM, Predictive Routing) and advising the business on adoption strategies.
  • Technical Governance: Establishing best practices for configuration management, documentation, and "DevOps for CX"—ensuring changes are tested and deployed safely.
  • Performance Optimization: Analyzing interaction data to identify bottlenecks in the IVR or digital flows and implementing architectural changes to reduce friction and improve latency.
What You Bring Along:
  • 8+ years of experience in Contact Center Technology, with a specific, deep focus on Genesys Cloud CX.
  • Architectural Expertise: Proven track record of designing global, multi-region contact center solutions (Voice & Digital). You understand SIP, WebRTC, and network requirements inside and out.
  • Deep Technical Proficiency: You are an expert in Genesys Architect, Data Actions, and Integration Hub. You are comfortable working with JSON, REST APIs, and troubleshooting complex data dip failures.
  • Coding Familiarity: While not a software engineer, you have a strong grasp of scripting ) or middleware logic required to bridge gaps between CCaaS and CRMs.
  • Consulting Mindset: Excellent communication skills, with the ability to explain technical constraints to non-technical stakeholders and offer creative workarounds.
  • Data-Driven Approach: Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions.
  • Agile Execution: Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed.

Certification: Genesys Cloud Certified Professional (GCP) certification is highly preferred.