Solutions Architect
Core
Lead the design and architecture of cloud-based CCaaS ecosystems to transform customer experiences and integrate intelligent, scalable contact center solutions with core technologies.
Role type
Senior Solutions Architect (CX/Contact Center)
Builds
Cloud-based CCaaS ecosystems, integrated contact center solutions, and customized technical architectures for enterprise clients.
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Subject matter expertise in modern CCaaS and CX platforms, complex business requirement analysis, telephony architecture design, omnichannel routing design, digital integration design, data flow design, security considerations, project estimation (costs/timelines/resources), AI tools and technologies (Voice/Chat BOT, Agent Assist, Automated QM), cloud platforms (GCP/AWS), CRM integration (Salesforce/Service Cloud), WFM integration, speech analytics integration, inbound/outbound/WFM application expertise.
Preferred skills
Experience with Genesys Cloud, Amazon, Five9, Google, NICE, TalkDesk, Salesforce, Service Cloud, GCP, AWS, AI tools.
Technologies
Genesys Cloud, Amazon, Five9, Google, NICE, TalkDesk, Salesforce, Service Cloud, GCP, AWS
Responsibilities
Serve as subject matter expert on modern CCaaS and CX platforms, analyze complex business requirements, design comprehensive technical architectures, create detailed project estimates, develop complete solution designs, support sales teams with deep technical questions, evaluate and incorporate new features from leading platforms and AI services.
Seniority
Senior, hands-on IC
