Position Overview
We are seeking an experienced Customer Experience Solutions Architect to assess, optimize, and align a customer engagement ecosystem built on Genesys and Salesforce Service Cloud. This strategic consulting role requires deep technical expertise, solution architecture experience, and the ability to advise executive leadership on customer experience technology strategy.
The ideal candidate has led customer experience transformation initiatives involving contact centers, IVR, CRM, and digital engagement platforms and can provide practical, experience-based recommendations.
Key Objectives & Responsibilities
Platform Assessment
- Assess Genesys and Salesforce implementations, customizations, integrations, and alignment with industry best practices.
Strategic Platform Alignment
- Evaluate the optimal use of Genesys and Salesforce, integration strategy, platform ownership, and opportunities to simplify and enhance the customer experience ecosystem.
Current-State Architecture Analysis
- Analyze and document the current environment, including customer journeys, workflows, integrations, reporting structures, and architectural gaps.
- Conduct stakeholder interviews and facilitate architecture and strategy sessions.
Actionable Recommendations
- Identify quick-win improvements across IVR, routing, CRM utilization, reporting, and customer experience.
- Develop reporting, analytics, and performance measurement strategies.
- Deliver executive-level recommendations and a prioritized roadmap for future-state transformation.
Required Qualifications
- 10+ years of experience in Customer Experience (CX), Contact Center, CRM, or Digital Engagement solutions.
- Deep expertise in:
- Genesys Cloud CX and/or Genesys Engage
- Salesforce Service Cloud
- Contact Center and IVR architecture
- Strong solution architecture and enterprise integration experience.
- Proven success assessing and optimizing complex multi-platform environments.
- Ability to translate technical concepts into business insights and executive recommendations.
- Experience presenting to senior executives and business leaders.
Preferred Qualifications
- Healthcare, payer, insurance, or other regulated industry experience.
- Experience with customer experience transformation initiatives.
- Knowledge of omnichannel engagement, conversational AI, workforce management, and CX analytics.
- Experience supporting healthcare payers, health plans, or other complex customer service organizations.
- Salesforce, Genesys, or Enterprise Architecture certifications.
Deliverables
- Current-State Assessment and Architecture Documentation
- Platform Utilization and Customization Analysis
- Executive Findings and Recommendations Presentation
- Strategic Platform Alignment Recommendations
- Quick-Win Improvement Plan
- Future-State Roadmap and Prioritized Action Plan
What Success Looks Like
- Clear visibility into the current Genesys and Salesforce landscape.
- Executive understanding of platform strengths, limitations, and opportunities.
- Actionable recommendations that improve customer and agent experiences.
- Identification of measurable quick wins and operational efficiencies.
- A practical roadmap aligned with business objectives and future customer experience goals.
Company Description
StoneLaurel is a management consulting firm with the capabilities of a large provider and the personal touch of a boutique partner. Headquartered in Charlotte, NC, we’ve been moving our clients’ business forward for more than 20 years.
While our engagements have taken us around the globe, working with some of the largest Fortune 500 companies, our focus has always been on being the best, not the biggest.
We believe that trust matters and relationships are the foundation of good business. We put people first with flexible methodologies, client focus, and forward-thinking. Our seasoned team applies deep industry knowledge to create practical solutions.