Professional Services CX Solution Architect
Core
Technical anchor for complex enterprise contact center implementations, translating business goals into scalable designs and production-ready configurations while actively participating in builds.
Role type
Senior IC solution architect (post-sales delivery)
Builds
Enterprise contact center environments (voice, chat, digital) and integrations for strategic customers
Domain
Contact Center as a Service (CCaaS), Unified Communications
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Enterprise solution architecture, Contact center platform expertise (Zoom, Genesys, NICE, Five9), High-level design (HLD) creation, CRM integration (Salesforce, ServiceNow), API integration (REST, OAuth, CTI), Workforce Engagement Management (WEM), End-to-end project delivery, Technical mentorship
Preferred skills
Zoom Contact Center platform, SaaS/UCaaS/CCaaS professional services, Conversational AI/virtual agent design, Thought leadership
Technologies
Zoom Contact Center, Salesforce, ServiceNow, REST APIs, OAuth, Middleware, WEM tools, AI routing, Sentiment analysis
Responsibilities
Lead High-Level Design (HLD) for enterprise implementations, Build and configure ZCC environments, Serve as primary technical contact for project lifecycle, Mentor Project Engineers and architects, Participate in pre-sales scoping
Seniority
Senior, hands-on IC
