Enterprise Architect

The Enterprise Architect will lead the architecture and technology decisioning workstream for an AI-first Customer Engagement Center (CEC) transformation. This role is responsible for assessing the current technology landscape, defining future-state architecture, and guiding platform selection across CCaaS, CRM, AI orchestration, data, integration, and operating model components.

The architect will remain platform-agnostic, ensuring objective evaluations based on business priorities, customer experience goals, data maturity, and integration constraints. The role involves recommending best-fit solutions across a broad ecosystem that may include Salesforce, Genesys, ServiceNow, Microsoft, Amazon Connect, NICE, Google, or custom-built AI orchestration layers.

Your Role

Architecture & Assessment

• Lead enterprise-wide architecture assessment across:

• CCaaS, CRM, case management

• Digital channels and customer interaction platforms

• Data platforms, AI tooling, knowledge systems, integrations, and reporting

Evaluate current-state environments including Genesys, CRM systems, reservation platforms, data lakes, and BPO ecosystems

Map systems of record, engagement, intelligence, and automation across the enterprise

Technology Strategy & Design

• Define future-state architecture options for AI-first customer engagement

• Develop reference architectures for key use cases such as:

• Agentic self-service and agent assist

• Proactive notifications and disruption management

• Intelligent routing and knowledge-driven support

• Post-service resolution workflows

Design agentic AI architecture patterns, including:

• Orchestrator agents and specialist agents
• Tool integrations and workflows
• Human-in-the-loop escalation models
• Governance, observability, and guardrails

Platform Decisioning

• Support evaluation and selection of CCaaS and CRM platforms

• Provide objective comparisons across vendors (e.g., Salesforce, Genesys, ServiceNow, Microsoft, Amazon Connect, NICE, Google)

• Assess trade-offs based on:

• Business requirements and scalability

• Integration complexity and data readiness

• Cost, value realization, and operational impact

Integration & Data Architecture

• Identify integration dependencies, data gaps, security constraints, and governance requirements
• Define API, event-driven, and middleware integration patterns
• Collaborate with data, security, and platform SMEs to validate architecture feasibility

Business Alignment & Delivery

• Partner with CX Strategy teams to translate customer journeys and service use cases into architecture requirements

• Support prototype/sandbox planning, including:

• Platform setup assumptions

• Test scenarios and validation criteria

Contribute to business case development through architecture inputs for ROI and TCO modeling

• 10+ years of experience in enterprise architecture, solution architecture, or digital customer engagement platforms
• Proven experience designing complex customer ecosystems integrating: CRM, CCaaS, digital channels, data platforms, and AI solutions
• Strong knowledge of: Contact center technologies and omnichannel routing, Case management, knowledge systems, workforce operations, and analytics
• Experience in multi-platform architecture decisioning (not limited to a single vendor ecosystem)
• Deep understanding of: Integration patterns (APIs, event-driven architecture), Data flows, identity & access management, security, and governance
• Hands-on experience creating: Reference architectures and system maps, Integration roadmaps and executive-level recommendations
• Ability to translate business needs into technical architecture strategies
• Experience supporting technology roadmaps, platform rationalization, and business case development

The base compensation range for this role in the posted location is:$98,497 - $233,248

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)

• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)

• Life and disability insurance

• Employee assistance programs

• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Capgemini ist einer der weltweit führenden Anbieter von Management- und IT-Beratung, Technologie-Services und Digitaler Transformation. Als ein Wegbereiter für Innovation unterstützt das Unternehmen seine Kunden bei deren komplexen Herausforderungen rund um Cloud, Digital und Plattformen.