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Principal Genesys Cloud Architect

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Navan

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Location:
United States , Austin

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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 bridge the gap between our business stakeholders’ complex custom requirements and technical reality, designing deep integrations that allow Navan to deliver a personalized, data-driven experience to travelers worldwide.

Job Responsibility:

  • Leading the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC (Bring Your Own Carrier), and edge architecture can scale with Navan’s rapid global expansion
  • Designing and building advanced interaction workflows in Genesys Architect
  • Architecting "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan’s proprietary backend, Salesforce, and other critical business systems
  • Partnering with Support and Sales leadership to translate complex business requirements into functional technical designs
  • Acting as the Subject Matter Expert (SME) for the Genesys platform, evaluating new features and advising the business on adoption strategies
  • Establishing best practices for configuration management, documentation, and "DevOps for CX"
  • Analyzing interaction data to identify bottlenecks in the IVR or digital flows and implementing architectural changes to reduce friction and improve latency

Requirements:

  • 8+ years of experience in Contact Center Technology, with a specific, deep focus on Genesys Cloud CX
  • Proven track record of designing global, multi-region contact center solutions (Voice & Digital)
  • Expert in Genesys Architect, Data Actions, and Integration Hub
  • Comfortable working with JSON, REST APIs, and troubleshooting complex data dip failures
  • Strong grasp of scripting (JavaScript/Node.js) or middleware logic required to bridge gaps between CCaaS and CRMs
  • Excellent communication skills, with the ability to explain technical constraints to non-technical stakeholders and offer creative workarounds
  • Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions
  • Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed
  • Genesys Cloud Certified Professional (GCP) certification is highly preferred
What we offer:
  • Generous medical plans, dental, and vision benefits with premiums covered by Navan
  • Various insurance options designed to cover each family's needs
  • Paid parental and bereavement leave
  • Subsidized commuter benefits
  • Mental health support
  • Connectivity stipends
  • Pet insurance

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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