Solution Architect - Contact Center & CX Technology

We are looking for a hands-on Solution Architect to design and deliver enterprise omnichannel contact center platforms on a scale. You will own the transformation end to end - from discovery and business case, through CCaaS and conversational AI architecture, to legacy migration and measured adoption - while leading cross-functional teams and engaging executives on strategy and ROI.

Roles & Responsibilities

· Architect, design-review, and QA-validate CCaaS and conversational AI solutions across the full lifecycle.

· Define and execute the contact center platform roadmap and the business case behind it.

· Lead migration from the legacy on-premise estate (Genesys Engage, Cisco UCCE, Avaya) to cloud platforms.

· Integrate conversational AI (Dialogflow / CCAI, LLM-based intent routing) with the contact center and CRM.

· Design routing, self-service, personalization, and omnichannel blending across voice, chat, and email.

· Lead cross-functional, multi-geography teams of engineers, analysts, QA, and product owners.

· Run requirements sessions with business stakeholders and brief executives on strategy, ROI, and adoption.

· Lead RFP responses, SOW preparation, and proposal and vendor-management activity.

· Establish governance, change management, and success measures; act as senior escalation point.

· Hands-on CCaaS depth on at least one major platform - Google CES / CCAI, Genesys Cloud CX, NICE CXone, or Amazon Connect.

· Conversational AI experience: virtual agents, agent assist, intent-based routing, LLM integration.

· Legacy telephony knowledge: Genesys Engage, Cisco UCCE/CVP/Finesse, or Avaya CM/AEP/AES, plus IVR, CTI, SIP/VoIP, and carrier routing.

· Cloud and integration fluency: Google Cloud Platform and/or AWS, SQL/Oracle, CI/CD, and CRM/Salesforce integration.

· Proven roadmap ownership, stakeholder facilitation, and executive communication.

· Experience leading multi-geo delivery teams in SAFe Agile and/or waterfall.

Good to Have

· Enterprise architecture framework experience (TOGAF).

· Process mining for contact center (e.g., Celonis) to quantify savings and productivity.

· Platform certifications - Google Cloud / Generative AI, Genesys, NICE, Amazon Connect, or Salesforce.

· Multi-instance / multi-region contact center integration for routing and data efficiency.

· Unified agent desktop and video-chat integration.

· Workforce management, interaction analytics, and quality AI deployment.

· A record of innovation - patents, awards, or published CX points of view.