Genesys Solution Architect

Joining Capco means joining an organisation that is committed to an inclusive working environment where you’re encouraged to #BeYourselfAtWork. We celebrate individuality and recognize that diversity and inclusion, in all forms, is critical to success. It’s important to us that we recruit and develop as diverse a range of talent as we can and we believe that everyone brings something different to the table – so we’d love to know what makes you different. Such differences may mean we need to make changes to our process to allow you the best possible platform to succeed, and we are happy to cater to any reasonable adjustments you may require. You will find the section to let us know of these at the bottom of your application form or you can mention it directly to your recruiter at any stage and they will be happy to help.

About Capco

Capco is a global technology and business consultancy, focused on the financial services sector. We are passionate about helping our clients succeed in an ever-changing industry.

We are:

Experts in capital markets, banking and payments and wealth and asset management

Deep knowledge in financial services offering, including e.g. Finance , Risk and Compliance, Financial Crime, Core Banking etc.

Committed to growing our business and hiring the best talent to help us get there

Focus on maintaining our nimble, agile and entrepreneurial culture

The Role:

Capco is seeking an experienced Genesys Solution Architect to lead the architecture, design, and implementation of Genesys Cloud CX solutions within a complex banking environment. Acting as the primary technical authority for Genesys-related solution decisions, you will work closely with business stakeholders, engineering teams, and client leadership to deliver innovative customer experience capabilities across voice, digital, and conversational AI channels.

This role offers the opportunity to work on large-scale transformation programmes, helping financial institutions modernise their contact centre capabilities while ensuring alignment with enterprise architecture, security, compliance, and operational requirements.

What You’ll Do:

Lead the end-to-end solution architecture, design, and implementation of Genesys Cloud CX platforms within complex banking environments.

Define scalable architectures across Voice, IVR, Routing, Workforce Engagement Management (WEM), Digital Channels, Reporting, and Conversational AI capabilities.

Facilitate architecture workshops and design authority forums, providing technical leadership across business, technology, operations, and vendor teams.

Design integration solutions leveraging REST APIs, Web Services, OAuth, middleware platforms, and event-driven architectures.

Ensure alignment with enterprise architecture standards, security policies, regulatory requirements, and operational best practices.

What We’re Looking For:

Proven experience as a Genesys Solution Architect delivering large-scale contact centre transformation programmes.

Deep expertise in Genesys Cloud CX architecture, deployment, configuration, and operational design.

Strong understanding of cloud-native architectures, SaaS operating models, integration patterns, and customer engagement technologies.

Experience working within highly regulated industries, ideally Banking or Financial Services.

Excellent stakeholder management, communication, analytical, and problem-solving skills with the ability to engage both technical and executive audiences.

Bonus Points For

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.

Why Join Capco:

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.

Ready to take the Next Step

If this sounds like you, we would love to hear from you. This is an opportunity to make a difference and contribute to a highly successful company with a significant growth trajectory.

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