• Lead technical architecture and design for Genesys Cloud implementations across high-complexity projects, defining solution components, routing strategies, telephony (Cloud Voice / BYOC), integration patterns, and deployment strategies that align with client business objectives and platform best practices • Deliver select hands-on implementation and configuration of Genesys Cloud routing applications, API integrations, and bot deployments, while guiding engineers on complex build activities and ensuring architectural alignment • Provide technical leadership and consulting to delivery teams, guiding solution decisions, troubleshooting complex technical challenges in multiple environments, and ensuring architectural integrity throughout the implementation lifecycle • Support pre-sales activities by consulting with the sales team on technical feasibility, solution design, and architecture approaches during the proposal and discovery phases for prospective clients • Drive proof-of-concept (PoC) initiatives to evaluate and validate candidate architectures, emerging Genesys capabilities, integration tools, and third-party products that enhance the practice's solution offerings • Mentor and develop junior and intermediate team members, sharing deep expertise across the Genesys suite, fostering technical growth, and building internal capability within the Genesys CCaaS practice • Review and validate technical deliverables, including detailed design specifications, test plans, integration documentation, and deployment procedures to ensure functional completeness, technical accuracy, and adherence to architectural standards • Assess and remediate application stability and performance issues, applying analytical and troubleshooting skills to diagnose root causes, implement fixes, and optimize Genesys Cloud deployments for operational excellence