DXC Technology is a leading global IT services and consulting organisation, operating in more than 60 countries with over 120,000 employees worldwide. In Australia, DXC partners with government and enterprise organisations to deliver large-scale digital transformation, cloud, applications, data, cybersecurity, and managed services solutions across a broad range of industries.

The Role

We are seeking an Certified Genesys Cloud CX Contact Centre Architect to join our growing practice. This person owns the end-to-end contact centre solution architecture – leading the technical response, standing behind it in client evaluation sessions and proof-of-architecture demonstrations, and setting the design that carries through to delivery.

This role can be based in Sydney or Canberra and suitable candidates must hold Australian Citizenship. Government Security Clearances – Baseline or above, are highly advantageous. We are open to both contract and perm applicants.

Key responsibilities

- Own the end-to-end Genesys Cloud CX solution architecture across bids and delivery – telephony/voice connectivity, routing, IVR/bot and conversational AI, WEM, reporting/analytics, and integration to CRM, identity and back-office systems.
- Lead the technical solution response for active pursuits, including the Commonwealth Interactions Centre Solution bid due early August – authoring architecture content, resolving deficiencies raised in client feedback, and evidencing solution compliance with credible reference architectures and case studies.
- Represent DXC as the lead architect in client evaluation sessions, product demonstrations, proof-of-architecture and voice-connectivity workshops, working alongside Genesys as partner.
- Define the migration approach from Genesys Engage to Genesys Cloud CX, including data and user migration, cutover sequencing and risk mitigation.




- Shape the managed services operating model and transition/CCD alignment for contact centre operations, in conjunction with the Managed Services and Transition leads.
- Address security and assurance requirements – including IRAP / ISM considerations and assurance sequencing – in the solution design for government workloads.
- Provide technical governance and estimating rigour, giving accurate resource models and named-personnel input, and calling out risk early.
- Build DXC's internal Genesys Cloud CX architecture capability – reducing reliance on partner and third-party resources over time – and act as the design authority for downstream delivery teams.
- Support the Genesys partnership relationship and back-to-back supplier alignment through the pursuit and contracting process.

Essential experience and skills

- Deep, demonstrable expertise in the Genesys Cloud CX platform and contemporary contact centre operations – recognised as a genuine subject-matter authority in the market.
- Track record designing and delivering large-scale (multi-hundred to multi-thousand seat) contact centre solutions, ideally including Genesys Engage-to-Cloud migrations.
- Strong grasp of contact centre voice/telephony connectivity, SIP, carrier integration, routing, IVR, conversational AI/bots, WEM and analytics.
- Experience integrating contact centre platforms with CRM, identity and enterprise back-office systems.
- Proven ability to lead technical bid responses and to present and defend architecture directly to demanding clients and evaluation panels.
- Comfortable operating at Senior Manager level – leading multi-disciplinary bid and delivery teams, engaging executives, and owning technical governance.
- Genesys Cloud CX certifications and current partner-level accreditation.
- Experience shaping managed services operating models (traditional MSI vs global SaaS models).

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📌 Genesys Cloud CX Contact Centre Architect - Sydney or Canberra
🏢 DXC Technology Australia & New Zealand
📍 Canberra