Solution Architect

Position Title: Solution Architect – Genesys Cloud CTI (D365 Case Management)

Work Location: Kuala Lumpur

Roles and Responsibilities:

Solution Architecture & Design

·        Design end-to-end Genesys Cloud CTI architectures, covering softphone, desk phone, SIP/SBC, and peripheral integrations, aligned with enterprise standards and security requirements.

·        Define integration patterns between Genesys Cloud and Dynamics 365, including screen pop, click-to-dial, case creation, activity logging, and interaction lifecycle management.

·        Develop high-level and detailed solution architectures supporting omnichannel experiences (voice, chat, email, messaging).

·        Create future-ready architecture roadmaps, incorporating AI, automation, and cloud-native best practices.

Genesys Cloud Implementation & Configuration

·        Lead hands-on configuration of Genesys Cloud Voice, including routing strategies, queues, skills, IVR/Architect flows, trunking, call recording, and WFM considerations.

·        Configure and deploy Genesys Cloud Softphone and certified hardware devices, ensuring optimal user experience and operational stability.

·        Implement complex routing logic to support case-based workflows and differentiated customer journeys.

·        Perform system tuning, performance optimization, and production readiness activities.

CTI & D365 Integration

·        Act as the technical lead for CTI integration between Genesys Cloud and Microsoft Dynamics 365 Case Management.

·        Define and support event-driven and API-based integrations, ensuring reliable data exchange and real-time context transfer.

·        Collaborate with D365 functional and technical teams to align interaction handling with case lifecycle, SLAs, and agent productivity needs.

Discovery, Advisory & Stakeholder Engagement

·        Lead discovery and solutioning workshops to understand customer pain points, operational challenges, and CX objectives.

·        Translate business requirements into clear technical designs, solution blueprints, and implementation plans.

·        Advise clients on best practices for contact center transformation, AI adoption, and omnichannel enablement.

·        Act as a trusted technical advisor in customer-facing and influential forums.

Pre-Sales & Delivery Support

·        Support pre-sales activities, including RFP responses, solution scoping, effort estimation, technical proposals, and architecture presentations.

·        Conduct platform capability assessments, competitor comparisons, and feasibility analysis.

·        Partner with sales, account managers, and delivery teams to shape winning strategies and improve deal success rates.

Governance & Delivery Leadership

·        Provide technical leadership across onshore and offshore delivery teams.

·        Review solution designs, ensure adherence to standards, and mitigate technical risks.

·        Support deployment, go-live, hypercare, and continuous improvement phases.

Job Requirements:

Experience & Background

• 10+ years of experience in contact center, CTI, or CX technology implementations.
• Proven hands-on experience with Genesys Cloud, including Voice, Architect, CX routing, softphone, and hardware deployments.
• Strong experience implementing CTI solutions for Case Management systems, ideally Microsoft Dynamics 365.
• Background delivering complex, large-scale contact center projects, preferably in Banking, Financial Services, or Telecommunications sectors.

Technical Skills

• Deep expertise in:
• Genesys Cloud Voice & Omnichannel
• Softphone and desk phone deployments
• SIP, SBC, telephony fundamentals, call flows, and IVR design
• CTI concepts: screen pop, call controls, interaction tracking, call lifecycle events
• Experience integrating Genesys Cloud with CRM/Case Management platforms, especially D365.
• Familiarity with APIs, web services, and event-based integrations.
• Exposure to AI-driven CX solutions (e.g., virtual agents, call deflection, self-service) is an advantage.

Consulting & Communication Skills

• Strong consulting mindset with the ability to balance technical depth and business context.
• Proven ability to engage with senior stakeholders, facilitate workshops, and present architectural decisions confidently.
• Experience working in pre-sales and proposal-driven environments is highly desirable.

Language & Location

• Fluent in Chinese, Cantonese and English (spoken and written).
• Comfortable working with regional stakeholders across different time zones.

Certifications (Preferred, Not Mandatory)

• Genesys Cloud Certifications
• Microsoft Dynamics 365 / Power Platform Certifications
• Cloud architecture certifications (Azure, AWS, GCP)