What you will do
We’re looking for a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You’ll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you’ll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance.
Responsibilities
Architecture & Strategy: Design and own end-to-end architecture for our cloud contact center platform (CCaaS). Ensure solutions are scalable, secure, and aligned with business goals. Lead architecture reviews and guide technical decision-making.
Collaboration & Delivery: Translate business needs into practical, scalable solutions. Partner with engineering, infrastructure, and vendors to deliver outcomes. Support implementation planning and continuous improvements.
Innovation & Transformation: Evaluate new technologies (AI, automation, analytics, digital channels). Identify opportunities to enhance customer and agent experience. Contribute to the long-term roadmap and modernization strategy.
Advisory & Leadership: Act as a trusted advisor to stakeholders. Proactively identify risks and recommend solutions. Influence the future direction of the contact center ecosystem.
Qualifications
Required
- Proven track of experience in contact center solution architecture, platform design and supporting enterprise contact center environments in multiple regions.
- Hands‑on experience with cloud contact center platforms (e.g. NICE, Amazon Connect, Genesys Cloud).
- Strong understanding of IVR, ACD, VoIP, omnichannel routing and unified communications.
- Experience with APIs, SIP and integrations.
- Familiarity with reporting, analytics and workforce management tools.
Preferred
- Bachelor’s degree in computer science, information technology, engineering or a related field.
- Overview of cloud telephony services.
- Exposure to AI, automation or digital engagement platforms.
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