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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Contact Center Solutions Architect - **Company:** Capgemini - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Microsoft Azure, VoIP, Computer Telephony Integration, Middleware, Microsoft Dynamics, Routing, PCI Data Security Standards, Public Switched Telephone Networks, BIG-IP Global Traffic Manager (GTM), Systems Integration, Cisco WebEx, Amazon Connect, Chatbots, Genesys, SOAPAPI, Information Technology, Data Management, Virtual Agents - **Published:** September 4, 2026 - **Apply:** https://www.dice.com/job-detail/901f3fa0-454a-4b15-b59b-a51f921a19d0 ## About the Role * 15+ years of IT experience with 7+ years as a Contact Center or Solution Architect. * Hands-on experience with one or more leading CCaaS platforms. * Strong expertise in ACD, IVR, CTI, SIP/VoIP, PSTN, SBCs, omnichannel routing, WFM, quality management, and analytics. * Experience with REST/SOAP APIs, CRM integrations, middleware, and AWS and/or Azure cloud platforms. * Experience with conversational AI, virtual agents, Agent Assist, speech technologies, and GenAI solutions. * Strong knowledge of security, privacy, compliance, and resiliency frameworks including PCI DSS, GDPR, HIPAA, and SOC 2. * Proven experience leading large-scale contact center modernization and migration programs. * Excellent communication, stakeholder management, architecture documentation, and presentation skills. Preferred Qualifications * Contact center, cloud, or enterprise architecture certifications. * Experience in consulting, pre-sales, and GTM solution development. * Expertise in creating reusable reference architectures, accelerators, and industry-focused offerings. The base compensation range for this role in the posted location is 95 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. ## Description * Architect end-to-end CCaaS solutions across voice, IVR, omnichannel, routing, workforce engagement, recording, reporting, and analytics. * Design and lead modernization strategies from legacy contact centers to cloud and hybrid platforms. * Develop solutions on platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, and Microsoft Dynamics 365 Contact Center. * Design telephony and integration architectures involving SIP/VoIP, PSTN, SBCs, CRM, identity, workforce, and data platforms. * Architect AI-powered capabilities including virtual agents, Agent Assist/Copilot, speech analytics, transcription, summarization, RAG, and GenAI solutions. * Lead discovery workshops, architecture reviews, POCs, governance activities, and technical solutioning. * Support pre-sales activities including RFP/RFI responses, proposals, estimates, executive presentations, and GTM initiatives. * Collaborate with sales, alliance, and delivery teams to shape opportunities and drive successful client outcomes. ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Why Your Next Best Talent Might Not Be in Your Neighborhood](https://www.wearedevelopers.com/videos/1861-why-your-next-best-talent-might-not-be-in-your-neighborhood) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) - [Reducing LLM Calls with Vector Search Patterns - Raphael De Lio (Redis)](https://www.wearedevelopers.com/videos/1714-reducing-llm-calls-with-vector-search-patterns-raphael-de-lio-redis) ## Related Articles - [How to Ensure a Reasonable Salary Before an Interview](https://www.wearedevelopers.com/magazine/322-how-to-ensure-a-reasonable-salary-before-an-interview) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Highest Paying Tech Companies in Europe](https://www.wearedevelopers.com/magazine/162-highest-paying-tech-companies-in-europe) - [How Much Does a Software Engineer Make? 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