Solutions Architect
Core
Architecture owner for global telephony, Teams Calling, and Contact Center services, leading the modernization from legacy PBX to cloud-first models.
Role type
Senior Solutions Architect (Telephony & Contact Center)
Builds
End-to-end designs for Teams Calling, NICE CXone, call routing, numbering, porting, recording/QA/analytics, and CRM integrations.
Domain
Telecommunications, Contact Center Operations, Cloud Migration
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Enterprise telephony/voice architecture, Cloud SaaS migration (Teams/NICE), Contact center domain expertise (IVR/ACD/CRM), Carrier/SBC design, Compliance & risk architecture, Operational reliability standards
Preferred skills
Global multi-region experience, Legacy PBX decommissioning, Salesforce Omni-Channel integration, Executive-level architecture articulation
Technologies
Microsoft Teams, NICE CXone, Salesforce, Avaya, Cisco, Ribbon
Responsibilities
Define and maintain end-to-end designs for global telephony and contact center target architectures; Lead technical approach for UKI & EMEA telephony modernization replacing legacy Avaya; Architect and govern advanced CC capabilities including omnichannel, sentiment analysis, and automation; Own technical inputs for multi-region risk/compliance needs including data residency; Lead carrier/provider architecture decisions and routing designs; Define architecture standards for availability, monitoring, and change rigor; Produce executive-ready architecture artifacts for business cases and funding approvals
Seniority
Senior, hands-on IC
