Customer-S&S-Genesys Cloud Architect (CCaaS)-Manager, Technical Transformation

Job Title: Customer-S&S-Genesys Cloud Architect (CCaaS)-Manager, Technical Transformation Company: Deloitte Job Category: Salesforce Roles & Responsibilities: Responsibilities Manager\-level success measures * Architecture connects business outcomes to implementable Genesys Cloud and AI capabilities. * AI\-enabled journeys have clear controls, escalation paths, and operational ownership. * Delivery teams understand design decisions and dependencies, with limited avoidable rework. * Client stakeholders have visibility into progress, risks, and readiness for launch and operations. * Teams are coached effectively and contribute to sustained client relationships Our purpose Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state\-of\-the\-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India. Benefits to help you thrive Work Location: Bengaluru, India Availability: Full time

Qualifications * Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience * 8\+ years of experience in contact center technology, with at least 5 years hands\-on with Genesys Cloud CX * Genesys Cloud certification (Architect, Admin, or Developer) preferred * Deep knowledge of Genesys Cloud Architect, Data Actions, APIs, and Journey capabilities * Hands\-on experience with generative AI and LLM\-based applications, including prompt design, evaluation, and integration into production systems * Familiarity with conversational AI platforms, NLU, and voice bot design * Experience integrating contact center platforms with CRM and enterprise systems (such as Salesforce and Microsoft Dynamics) * Strong understanding of WFM, Quality Management, and reporting/analytics within CCaaS environments * Excellent written and verbal communication skills with the ability to present to executive audiences * Willingness to travel to client sites as required At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you. Recruiting tips Key Skills: Salesforce Salary: Not disclosed