TECHNICAL ARCHITECT – GENESYS
WHO WE ARE
Welcome to TELUS Digital https://www.telusdigital.com/ — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS https://www.telus.com/en/, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.
LOCATION AND FLEXIBILITY
Our Technical Architect - Genesys Cloud CX will be based remotely OR in one of our offices: Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC.
THE OPPORTUNITY
As a Technical Architect - Genesys, you'll serve as a trusted technical leader driving the design and delivery of transformative contact center solutions built on Genesys Cloud. We seek an experienced architect with deep hands-on expertise who thrives at the intersection of complex problem-solving, client engagement, and technical innovation. You'll lead end-to-end architecture and oversee implementation for high-impact projects, mentor emerging talent within our Genesys practice, and provide critical technical consulting to our pre-sales teams. This role demands both strategic thinking and a hands-on architectural approach—you'll design sophisticated integrations, troubleshoot complex technical challenges and guide clients and internal teams toward scalable, best-in-class solutions.
This role requires occasional travel to client sites and company offices to support delivery and collaboration.
RESPONSIBILITIES
- Lead technical architecture and design for Genesys Cloud implementations across high-complexity projects, defining solution components, routing strategies, telephony (Cloud Voice / BYOC), integration patterns, and deployment strategies that align with client business objectives and platform best practices.
- Deliver select hands-on implementation and configuration of Genesys Cloud routing applications, API integrations, and bot deployments, while guiding engineers on complex build activities and ensuring architectural alignment.
- Provide technical leadership and consulting to delivery teams, guiding solution decisions, troubleshooting complex technical challenges in multiple environments, and ensuring architectural integrity throughout the implem