About the Role

Robert Half is proud to partner with a leading organization in Albuquerque, New Mexico, to find an exceptional Genesys Cloud Architect / Sr Telecom Engineer. This senior technical leadership position is perfect for a seasoned professional who thrives at the intersection of cloud architecture and telecommunications engineering. As the Genesys Cloud Architect, you will take full ownership of the Genesys Cloud CX platform, driving its design, optimization, and strategic evolution to deliver world-class contact center experiences.

In this hands-on role, you'll blend architectural vision with practical engineering, ensuring the platform remains reliable, scalable, and high-performing amid growing demands for omnichannel customer interactions. Whether configuring complex IVR flows, orchestrating intelligent routing strategies, or building seamless API integrations, you'll be the go-to expert for creating solutions that elevate customer satisfaction and operational efficiency. This position offers the chance to lead transformative projects in a dynamic environment, making a tangible impact on business outcomes.

Albuquerque's thriving tech scene, combined with Robert Half's renowned career support, positions this role as an ideal opportunity for professionals passionate about Genesys Cloud CX, telecom engineering, and contact center innovation. If you have a track record of architecting enterprise-grade CX platforms, this is your chance to shape the future of customer engagement.

Key Responsibilities

Architectural Leadership

Lead the comprehensive architecture of Genesys Cloud CX, encompassing voice communications, digital channels like chat and email, sophisticated routing logic, robust integrations, and advanced analytics. Develop a forward-looking roadmap that anticipates business needs, establishes platform standards, and promotes best practices for sustainable growth and innovation.

Hands-On Engineering

Configure, administer, and fine-tune Genesys Cloud environments, mastering IVR design, intelligent routing algorithms, and self-service workflows that enhance customer self-resolution rates. Build and maintain secure API integrations with CRM systems, ERP platforms, and third-party services to create a unified ecosystem.

Operational Excellence

Act as the Tier 3 escalation point for critical incidents, leveraging deep expertise to resolve complex issues swiftly. Participate in on-call rotations to maintain 24/7 platform availability. Govern all platform changes with rigorous security protocols, compliance standards, and IT governance alignment.

Collaboration and Mentorship

Collaborate closely with business stakeholders and technical teams to convert customer experience objectives into scalable, technical solutions. Maintain meticulous documentation and mentor junior engineers, fostering a culture of knowledge sharing and continuous improvement.

Required Qualifications

To excel in this Genesys Cloud Architect role, candidates must demonstrate:

• 10+ years of experience in telecom engineering, contact center platforms, or cloud CX architecture
• Genesys Cloud CX certification (e.g., Genesys Cloud Certified Professional) or equivalent hands-on mastery
• Proven expertise in Genesys Cloud configuration, including Architect, Admin, and Analytics modules
• Strong skills in API development (REST/SOAP), web services, and system integrations
• Deep knowledge of voice technologies (SIP, WebRTC), digital channels, and omnichannel routing
• Experience with high-availability systems, disaster recovery, and performance optimization
• Track record of Tier 3 support, incident management, and on-call responsibilities
• Excellent communication skills for stakeholder partnership and team mentoring
• Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or a related discipline

Bonus qualifications include experience with AWS/Azure cloud infrastructure, CI/CD pipelines, and Agile methodologies.

Why Join Us

Join Robert Half and our client in Albuquerque, NM, for a rewarding career where your expertise in Genesys Cloud and telecom engineering will drive real business impact. Enjoy a competitive salary estimated at $140,000-$180,000 annually, comprehensive benefits including health coverage, 401(k) matching, PTO, and professional development support. Benefit from a collaborative culture, flexible work options, and endless opportunities for advancement in a growing tech hub. Apply now to architect the future of customer experience!