Bilingual French/English Genesys Architects

Role: Bilingual French/English Genesys Architects Location: Hybrid Toronto Length: Short term Who We Are PLATO is Canada’s largest Indigenous-owned software testing and technology services company. For nearly 30 years, our expert teams have helped our clients deliver reliable products that users enjoy interacting with. Our 100% Canada‑based team brings deep experience in QA, software testing, and IT services, along with a shared commitment to collaboration, mentorship, and continuous improvement. We’re a team that shows up for each other, whether that’s tackling complex client challenges or helping colleagues grow through coaching and knowledge‑sharing. As Canada’s largest Indigenous‑owned software testing company, we’re proud of our roots and our mission to build a stronger, more inclusive technology workforce. At the same time, we warmly welcome applicants of all backgrounds and experiences who are passionate about quality, teamwork, and making an impac Genesys Cloud Architect As a Genesys Cloud Architect, you will be responsible for translating complex client requirements into technically sound, differentiated, and deliverable contact center solutions built on the Genesys Cloud CX platform. You are expected to demonstrate master-level proficiency across Genesys Cloud's full technology stack — including telephony, API-driven integrations, AI/automation tooling, and data architecture — while leading technical decision-making across multiple teams and workstreams. Proficient in Genesys Cloud CX platform architecture and implementation is required. Expert proficiency in REST API integration, SIP/WebRTC telephony design, and Requirements Analysis is recommended. Expert proficiency in Solution Architecture, Contact Center Technology Design, and Solution Planning, Costing & Pricing is suggested. Architect end-to-end Genesys Cloud CX solutions encompassing omnichannel ACD routing (voice, chat, email, messaging), IVR/IVA design using Architect flows, Genesys Dialog Engine Bot Flows, and third-party NLU integrations (Google CCAI, Amazon Lex). Design and oversee complex system integrations leveraging Genesys Cloud REST APIs, OAuth 2.0, webhooks, and data actions to connect CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics), WFM/WEM tools, and enterprise data systems. Define SIP trunk architecture, BYOC (Cloud and Premises) configurations, DID/number management strategies, and network quality requirements (QoS, MPLS, SD-WAN) to ensure carrier-grade voice reliability. Develop detailed technical solution documentation including architecture diagrams, data flow maps, API integration specs, infrastructure sizing, and Genesys Cloud org configuration blueprints. Establish DevOps practices for Genesys Cloud delivery, including Terraform-based infrastructure-as-code (IaC) for org provisioning, CI/CD pipeline integration, and environment promotion strategies (dev/test/prod). Define quality assurance frameworks covering end-to-end testing of call flows, API integrations, failover scenarios, and performance benchmarking against SLA/KPI targets. Provide technical governance and mentorship to solution engineers and developers, enforcing architectural standards, Genesys Cloud best practices, and platform security/compliance requirements (GDPR, HIPAA, PCI-DSS). Serve as technical escalation point during pre-sales and delivery, bridging gaps between client IT/network teams, Genesys Professional Services, and internal delivery squads. Work With Us At PLATO, we believe that great work happens when people feel supported, connected, and challenged in the right ways. You’ll be part of a collaborative environment where experienced professionals share knowledge, mentor others, and contribute to solving complex, real‑world client projects. We are committed to inclusive hiring practices and encourage applications from individuals of all backgrounds, including women, persons with disabilities, visible minorities, and Indigenous peoples. If you require accommodation at any stage of the recruitment process, we’re here to support you. PLATO respectfully acknowledges that we operate on treaty territories, unceded First Nations and Inuit territories, and within Métis homelands. We honour the long history of these lands and actively work toward reconciliation between Indigenous and non‑Indigenous peoples on Turtle Island.

The Genesys Cloud Architect will design and implement complex, end-to-end contact center solutions on the Genesys Cloud CX platform. They will also provide technical governance, mentorship, and oversight for system integrations and infrastructure-as-code practices.

Candidates must possess master-level proficiency in the Genesys Cloud technology stack, including telephony, API integrations, and AI tooling. Expert knowledge in solution architecture, contact center design, and technical documentation is required for this role.

• CI/CDPreferred
• TerraformPreferred

Identified from the job description. Confirm important requirements above.

• Genesys Cloud CX
• Solution Architecture
• REST API
• SIP
• WebRTC
• IVR Design
• Terraform
• CI/CD
• Contact Center Technology
• Data Architecture
• Cloud Infrastructure
• DevOps
• Technical Governance
• System Integration
• Omnichannel Routing
• Software-Defined Networking Wide Area Network (SD-WAN)
• Microsoft Dynamics 365
• Promotional Strategies
• Network Quality Of Service (QoS)
• Amazon Lex
• General Data Protection Regulation (GDPR)
• Bilingual (French/English)
• Infrastructure as Code (IaC)
• Planning
• Customer Engagement Suite with Google AI
• Automatic Call Distributor
• Application Programming Interface (API)
• Artificial Intelligence
• Software Testing
• Automation
• Interactive Voice Response
• Reconciliation
• Benchmarking
• Customer Relationship Management
• Management
• Decision Making
• Continuous Improvement Process
• Dataflow
• Failover
• Sales
• Governance
• Health Insurance Portability And Accountability Act (HIPAA) Compliance
• Multiprotocol Label Switching
• IT Service Management
• Session Initiation Protocols
• Key Performance Indicators (KPIs)
• Mentorship
• OAuth
• Payment Card Industry (PCI) Data Security Standards
• Quality Assurance

• Technology
• Software
• Consulting
• Customer Service & Support
• Engineering
• Systems Architect
• Software Architect (General)
• Software Developers

Minimum experience

10+ years

Posting language

English

Working hours

40 hours per week