Solution Architect – Genesys Cloud CTI (Mandarin)

Experience Required

8+ Years in CTI / Contact Center Solutions

Role Overview

We are seeking an experienced Solution Architect with strong expertise in Genesys Cloud CTI and enterprise Contact Center solutions to support regional CX transformation initiatives.

The ideal candidate should possess strong hands-on experience in omnichannel customer engagement platforms, telephony architecture, SIP, IVR, call routing, and enterprise integrations. The role requires close collaboration with business stakeholders, technical teams, vendors, and regional leadership teams to design and deliver scalable customer experience solutions.

Candidates must be fluent in Chinese, Cantonese, and English to support regional stakeholder communication.

Key Responsibilities

• Design and architect enterprise-scale Genesys Cloud CTI and omnichannel solutions.
• Lead solution discussions for Contact Center and Customer Experience transformation projects.
• Configure and support telephony, softphone, SIP, IVR, and call routing solutions.
• Work on omnichannel customer engagement workflows and CX routing strategies.
• Integrate Genesys Cloud solutions with Microsoft Dynamics 365 and enterprise applications.
• Collaborate with infrastructure, networking, and application teams for deployment activities.
• Drive solution consulting, stakeholder management, and technical governance discussions.
• Ensure scalability, security, performance, and high availability of CX platforms.
• Support troubleshooting, optimization, and production issue resolution activities.
• Prepare technical architecture documentation, solution proposals, and implementation plans.
• Participate in enterprise digital transformation and modernization initiatives.
• Mentor technical teams and provide guidance on best practices for Contact Center architecture.

Required Skills

• Genesys Cloud
• CTI Solutions
• Omnichannel Customer Engagement
• Contact Center Solutions
• Customer Experience (CX) Architecture
• Softphone Deployment
• Telephony Systems
• SIP Protocol
• IVR Design & Configuration
• Call Flows & CX Routing
• Microsoft Dynamics 365 Integration
• Enterprise Solution Architecture
• Stakeholder Management
• Solution Consulting
• Production Support & Troubleshooting
• Enterprise Integration
• Technical Documentation
• Banking / Financial Services / Telecom Domain
• Fluent Chinese, Cantonese & English Communication

Preferred Qualifications

• Experience in banking, financial services, or telecom transformation projects.
• Exposure to enterprise cloud-based CX platforms and integrations.
• Experience working in regional enterprise delivery environments.