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Principal Architect (Genesys Cloud)

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

At IT Services, we are passionate about SaaS, Cloud technologies and Customer Experience. Our Customer Service team is continuously expanding. No matter your level of Principal Architect (Genesys) proficiency, you can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace #Omnichannel #Omni #CCaaS #Genesys #Genesys Architect

Grow together

As a Principal Architect (Genesys Cloud), you will own the architectural strategy, governance, and technical roadmap for our enterprise-scale Genesys Cloud CX platforms. You'll partner with business leaders, product teams, and engineering to design scalable, secure, and innovative solutions leveraging Genesys CloudCX technologies.

This is a hands-on architectural leadership role-perfect for someone who enjoys solving complex problems and driving high-performance customer experiences across global environments.

You will lead the end-to-end architecture for Genesys-based contact center solutions, designing scalable and resilient capabilities across voice, digital channels, IVR, bots, and workforce optimization. You will architect integrations with CRM, identity, analytics, and enterprise systems while driving modernization and best practices. As a senior technical leader, you will guide technical team, collaborate with business stakeholders to shape future-ready designs, ensure compliance with security and data privacy standards, and work closely with Genesys and technology partners on roadmap alignment and influence feature evolution, and resolve technical escalations to support a world-class customer engagement ecosystem

Ready to embark on the journey Here's what we are looking for:

As a Principal Architect (Genesys), you should have at least 10 years of experience in Contact Center environments with deep hands-on expertise in the Genesys Cloud CX platform. Knowledge of AI capabilities in the Contact Center space-such as Contact Center AI (CCAI), Genesys Cloud AI, or other relevant AI tools-along with an active Genesys Cloud certification is a strong advantage. You are a Genesys Cloud expert with solid understanding of CCaaS, Omnichannel architecture, Digital Channels, Workforce Management (WFM), queuing and routing, conversational design using Genesys Cloud Architect, AppFoundry solutions, and AIdriven automation including Dialog Engine, bots and NLP.

In this role, you are expected to operate with a high degree of autonomy, effectively managing complex priorities, meeting deadlines, and performing well under demanding circumstances. Your work regularly involves global coordination, and you collaborate with teams across regions and time zones therefore, strong communication and interpersonal skills are critical for influencing stakeholders, aligning diverse technical teams, and driving architectural decisions in a multinational environment.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Outpatient (unlimited) and inpatient medical coverage for employees.
• Personalized flexi benefit plan for you and your family.
• Choose any day off from earned public holidays, including Saturdays and ad-hoc holidays to spend with your loved ones.
• Modern offices with free parking space.

Great Team

Hi, my name is Chong Jin Chun and I'm a team manager. I started my career at DHL IT Services back in 2007, when I took a role as Senior Software Engineer in the Customer Service team. Gaining more hands-on experience with Solution Architecture has always fascinated me, so from there, I moved fast through the company ladder and soon landed a Principal Architect role. In 2019, I moved to a management role, being Team Manager. Together with the strong support of a multinational & diverse team, we are working on our common ambition - technology. Looking forward to having you onboard!

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.