Solutions Architect - Contact Center (Cloud & AI)

What you will do

We're looking for a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You'll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you'll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance.

Responsibilities

Architecture & Strategy: Design and own end-to-end architecture for our cloud contact center platform (CCaaS). Ensure solutions are scalable, secure, and aligned with business goals. Lead architecture reviews and guide technical decision-making.

Collaboration & Delivery: Translate business needs into practical, scalable solutions. Partner with engineering, infrastructure, and vendors to deliver outcomes. Support implementation planning and continuous improvements.

Innovation & Transformation: Evaluate new technologies (AI, automation, analytics, digital channels). Identify opportunities to enhance customer and agent experience. Contribute to the long-term roadmap and modernization strategy.

Advisory & Leadership: Act as a trusted advisor to stakeholders. Proactively identify risks and recommend solutions. Influence the future direction of the contact center ecosystem.

Qualifications Required

• Proven track of experience in contact center solution architecture, platform design and supporting enterprise contact center environments in multiple regions.
• Hands on experience with cloud contact center platforms (e.g. NICE, Amazon Connect, Genesys Cloud).
• Strong understanding of IVR, ACD, VoIP, omnichannel routing and unified communications.
• Experience with APIs, SIP and integrations.
• Familiarity with reporting, analytics and workforce management tools.

Preferred

• Bachelor's degree in computer science, information technology, engineering or a related field.
• Overview of cloud telephony services.
• Exposure to AI, automation or digital engagement platforms.