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.

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