Genesys Cloud Architect

Job description

About Cronos Europa Portugal Cronos Europa Portugal is the Lisbon delivery centre of Cronos Europa, part of the Cronos Group — a technology federation of 9,000+ professionals and 500+ competence centres across Europe. From our office at IDB Lisbon we deliver application development, architecture, and IT operations for major European organisations, working as an integrated nearshore extension of our clients' teams. About the Assignment Client: Global automotive manufacturer — customer care technology programme Engagement: Full-time Start date: 1 October 2026 Duration: minimum 6 months, extendable up to 3 years Model Nearshore: delivery from Lisbon Office presence: Minimum 3 days per week on-site in Lisbon Travel Delivery is 100% from Lisbon. Occasional travel to Germany is likely; colleagues from Germany will also visit the Lisbon team. Level: Senior / Expert The client is consolidating how customers reach the brand across every market and every channel. Genesys Cloud is the contact centre and customer engagement platform behind that capability, working alongside a Salesforce CRM and case management layer and an enterprise data platform. The Genesys Cloud Architect defines the strategic architecture and the target state for contact centre and customer engagement capabilities. This is a design and governance role at programme level — not a configuration or administration role. Key Responsibilities TARGET-STATE ARCHITECTURE Define the strategic architecture and target state for contact centre and customer engagement capabilities on Genesys Cloud Ensure solution consistency across voice and digital channels — telephony, email, chat, messaging, and social Balance business requirements against technical constraints, scalability, and operational efficiency Set the architectural direction that delivery teams build against PLATFORM CAPABILITIES Architect routing and distribution logic that gets each contact to the right skill, team, and market Design self-service and automation: IVR and conversational flows, bots, and deflection Define the workforce engagement architecture — forecasting, scheduling, quality management Define the reporting and analytics model for contact centre performance across markets INTEGRATION Design integration patterns between Genesys Cloud and the surrounding landscape — CRM and case management, enterprise data services, and operational systems Ensure interaction data flows coherently into reporting and customer records Work alongside the CRM, cloud, and data architects to keep the target architecture coherent Requirements MANDATORY EXPERIENCE Genesys Cloud (CX) architect experience — owning target-state architecture, not only administration or flow building Contact centre architecture — across both voice and digital channels Routing and distribution design — queues, skills, ACD logic, priority and capacity rules IVR / conversational flow design — on Genesys Cloud Integration architecture — Genesys Cloud APIs, event handling, and integration with CRM and data platforms Workforce engagement management — forecasting, scheduling, quality Multi-market environments — multi-language contact centre operations English — professional working proficiency; it is the programme language SENIORITY Senior to Expert level — minimum 8 years in contact centre technology, of which at least 3 architecting on Genesys Cloud. PREFERRED / ADDED VALUE Genesys Cloud certifications (CX Professional / Architect track) Experience integrating Genesys Cloud with Salesforce Service Cloud Migration experience from legacy platforms (Genesys Engage, PureConnect, Avaya, Cisco) to Genesys Cloud Background in customer service, after-sales, or another large-scale B2C service organisation Experience working in an Agile programme with Product Owners and Scrum Masters Additional European languages Why Cronos Group? We ’ ll propose you: An attractive salary package A good work-life balance environment The assurance of working in cutting-edge technologies in an entrepreneurial spirit. The opportunity to develop your skills thanks to tailor-made training courses according to your needs A good job in a friendly place If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don't wait anymore and join Cronos!