Navan
Join Navan's innovative Business Technology team as the Principal Genesys Cloud Architect and own the detailed design and architecture of our global customer experience ecosystem. As the technical authority on our Genesys Cloud CX deployment, you will define the "art of the possible," bridging the gap between our business stakeholders’ complex custom requirements and technical reality. You will design deep integrations that allow Navan to deliver a personalized, data-driven experience to travelers worldwide.
Navan offers a dynamic, fast-paced Business Technology environment where you can grow your skills, take on new challenges, and make a significant impact on the success of the organization.
What You Will Be Doing
Architecture & Design: Lead the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC, and edge architecture can scale with Navan’s rapid global expansion.
Complex Flow Logic: Design and build advanced interaction workflows in Genesys Architect, moving beyond standard routing to create dynamic, data‑driven experiences across Voice, Chat, SMS, and WhatsApp.
Deep Integrations: Architect "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan’s proprietary backend, Salesforce, and other critical business systems.
Business Alignment: Partner with Support and Sales leadership to translate complex business requirements (e.g., custom VIP routing, follow‑the‑sun models) into functional technical designs.
Innovation: Serve as the Subject Matter Expert for the Genesys platform, evaluating new features (AI/Bot flows, WEM, Predictive Routing) and advising the business on adoption strategies.
Technical Governance: Establish best practices for configuration management, documentation, and "DevOps for CX," ensuring changes are tested and deployed safely.
Performance Optimization: Analyze interaction data to identify bottlenecks in the IVR or digital flows and implement architectural changes to reduce friction and improve latency.
What You Bring Along
8+ years of experience in Contact Center Technology, with a deep focus on Genesys Cloud CX.
Architectural Expertise: Proven track record of designing global, multi-region contact center solutions (Voice & Digital). Understanding of SIP, WebRTC, and network requirements.
Deep Technical Proficiency: Expertise in Genesys Architect, Data Actions, and Integration Hub; comfortable with JSON, REST APIs, and troubleshooting complex data failures.
Coding Familiarity: Strong grasp of scripting (JavaScript/Node.js) or middleware logic required to bridge CCaaS and CRMs.
Consulting Mindset: Excellent communication skills, able to explain technical constraints to non‑technical stakeholders and offer creative workarounds.
Data‑Driven Approach: Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions.
Agile Execution: Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed.
Certification: Genesys Cloud Certified Professional (GCP) certification is highly preferred.
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. Pay Range: $142,500 USD – $264,000 USD.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Engineering and Information Technology
Software Development
#J-18808-Ljbffr
Navan offers a dynamic, fast-paced Business Technology environment where you can grow your skills, take on new challenges, and make a significant impact on the success of the organization.
What You Will Be Doing
Architecture & Design: Lead the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC, and edge architecture can scale with Navan’s rapid global expansion.
Complex Flow Logic: Design and build advanced interaction workflows in Genesys Architect, moving beyond standard routing to create dynamic, data‑driven experiences across Voice, Chat, SMS, and WhatsApp.
Deep Integrations: Architect "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan’s proprietary backend, Salesforce, and other critical business systems.
Business Alignment: Partner with Support and Sales leadership to translate complex business requirements (e.g., custom VIP routing, follow‑the‑sun models) into functional technical designs.
Innovation: Serve as the Subject Matter Expert for the Genesys platform, evaluating new features (AI/Bot flows, WEM, Predictive Routing) and advising the business on adoption strategies.
Technical Governance: Establish best practices for configuration management, documentation, and "DevOps for CX," ensuring changes are tested and deployed safely.
Performance Optimization: Analyze interaction data to identify bottlenecks in the IVR or digital flows and implement architectural changes to reduce friction and improve latency.
What You Bring Along
8+ years of experience in Contact Center Technology, with a deep focus on Genesys Cloud CX.
Architectural Expertise: Proven track record of designing global, multi-region contact center solutions (Voice & Digital). Understanding of SIP, WebRTC, and network requirements.
Deep Technical Proficiency: Expertise in Genesys Architect, Data Actions, and Integration Hub; comfortable with JSON, REST APIs, and troubleshooting complex data failures.
Coding Familiarity: Strong grasp of scripting (JavaScript/Node.js) or middleware logic required to bridge CCaaS and CRMs.
Consulting Mindset: Excellent communication skills, able to explain technical constraints to non‑technical stakeholders and offer creative workarounds.
Data‑Driven Approach: Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions.
Agile Execution: Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed.
Certification: Genesys Cloud Certified Professional (GCP) certification is highly preferred.
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. Pay Range: $142,500 USD – $264,000 USD.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Engineering and Information Technology
Software Development
#J-18808-Ljbffr