Genesys Solution Architect

Capco seeks a Senior Genesys Solution Architect in Zurich to lead the design and implementation of Genesys Cloud CX solutions for complex banking environments.

The company is looking for a senior expert to drive large-scale contact centre modernisation programmes. This role serves as the primary technical authority for Genesys-related decisions, ensuring scalable and secure architectures across voice, digital, and AI channels within a highly regulated financial setting.

Responsibilities

• Oversee the complete lifecycle of Genesys Cloud CX platform design, architecture, and deployment.
• Develop scalable frameworks covering Voice, IVR, Routing, WEM, Digital Channels, Reporting, and Conversational AI.
• Lead architecture workshops and design authority forums to guide technical direction.
• Create integration strategies using REST APIs, Web Services, OAuth, middleware, and event-driven models.
• Guarantee compliance with enterprise architecture standards, security protocols, regulatory mandates, and operational best practices.

Requirements

• Demonstrated track record as a Genesys Solution Architect delivering major contact centre transformation projects.
• Extensive knowledge of Genesys Cloud CX architecture, deployment, configuration, and operational design.
• Solid grasp of cloud-native architectures, SaaS operating models, integration patterns, and customer engagement technologies.
• Background in highly regulated sectors, preferably Banking or Financial Services.
• Strong stakeholder management, communication, analytical, and problem-solving skills.

Nice to have

• Genesys Cloud CX certifications.
• Experience designing Conversational AI, Voicebot, and Chatbot solutions.
• Experience integrating Genesys with CRM platforms such as Salesforce, Microsoft Dynamics, SAP, or equivalent solutions.
• Knowledge of Agile delivery frameworks including Scrum and SAFe.
• Professional working proficiency in German and familiarity with Swiss banking regulatory and security requirements.

What the company offers

• Deliver high-impact technology solutions for Tier 1 financial institutions.
• Work in a collaborative, flat, and entrepreneurial consulting culture.
• Access continuous learning, training, and industry certifications.
• Be part of a team shaping the future of digital financial services.
• Help shape the future of digital transformation across FS & Energy.

About the company

Capco is a global technology and business consultancy specializing in the financial services sector. The firm possesses deep expertise in capital markets, banking, payments, wealth, and asset management, alongside comprehensive knowledge in Finance, Risk, Compliance, Financial Crime, and Core Banking. The company fosters a nimble, agile, and entrepreneurial culture that celebrates individuality and champions diversity and inclusion as critical to success.

• Committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork.
• Celebrates individuality and recognizes that diversity and inclusion, in all forms, is critical to success.
• Global technology and business consultancy focused on the financial services sector.
• Experts in capital markets, banking and payments and wealth and asset management.
• Deep knowledge in financial services offering, including Finance, Risk and Compliance, Financial Crime, Core Banking etc.
• Focus on maintaining a nimble, agile and entrepreneurial culture.