Solutions & Pre-Sales Architect

Architectural Design

• Engineer end-to-end technical solutions that integrate secure network connectivity with high-performance application layer orchestrated platforms.
• Develop the technical designs for complex services, ensuring "proactive" self-healing capabilities and AI-driven efficiencies that are built into the design.
• Map and configure transitions from legacy systems to modern cloud-based platforms.
• Manage the technical nuances of virtual vs. physical infrastructure (e.g., vGateways/vFirewalls and onsite configurations).

UX & CX

• Expert at leading technical discovery and delivering high-impact live demonstrations, pivoting between demonstrating Genesys Cloud, Teams Native UX, and Teams-specific Contact Centre solutions, clearly articulating the functional differences, integrations available and advantages of each.
• Skilled at designing the Technical Logic Flow for complex CX integrations, ensuring that routing, IVR, and bot interactions deliver a seamless end-to-end customer journey.
• A practitioner capable of swapping between different CX software domains mid-build, moving seamlessly from configuring Genesys Cloud architect flows to setting up specific Teams-based contact centre logic to enable multi software solutions
• Proficiency in building commercial pricing models and technical frameworks that align Genesys or Teams-based solutions with customer budget and functional requirements.
• Ability to design and demonstrate proactive features and AI-driven tools that enhance agent productivity and simplify supervisor oversight.
• The ability to build technical documentation, demos, and system logic for the New Zealand market, ensuring terminology and configuration meet local professional and industry standards.
• Proven track record of working with Developers to translate complex business requirements into feasible, high-performance CX solutions that enhance the customer digital experience.

Experience & Skills

• The ability to maintain deep technical knowledge across multiple vendors to ensure any proposed solution is interoperable with the customer's existing infrastructure.
• Proven experience in technical sales, demo delivery, and managing the technical transition from "pitch" to "proposal."
• Practical knowledge of AI native solutions across a range of disciplines such as Analytics, Workflow and self-service, with a focus on how technology impacts human interaction.
• The ability to swap mid-build between network infrastructure logic and software-based CX configuration.
• Skill in building complex service models and pricing without losing technical accuracy.
• Expert at localising documentation and technical narratives for a New Zealand professional audience.
• The ability to work with multiple sales professionals across multiple disciplines.

Required Experience

• 7+ years in technical LAN/WAN/SDWAN architecture or systems integration.
• 7+ years of direct experience in the Contact Centre (CX) domain, with deep knowledge of WFM, QA, and omnichannel routing.
• Demonstrated expertise in Genesys Cloud and the Microsoft Teams ecosystem (including both Native and third-party Contact Centre integrations).
• Proven success in technical pre-sales, including the ability to communicate complex designs to both technical and business stakeholders.
• A strong understanding of the New Zealand market and professional standards.

A successful candidate should hold, or be able to demonstrate equivalent expertise in one or more of the following:

• Genesys Cloud Certified Professional (GCP) or Genesys Cloud Certified Associate (GCA).
• MS-700 (Managing Microsoft Teams) or MS-721 (Collaboration Communications Systems Engineer).
• Knowledge equivalent to CCNP (Cisco) or JNCIP (Juniper), with a specific focus on SD-WAN and SASE architectures.