Solution Architect Contact Center Transformation
Tata Consultancy ServicesLas Vegas, NV, United States6 hours ago
Job type
- Full-time
Job descriptionLead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP / DR). Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM / WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA / IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach. Solution IVA / Conversational AI (NLU / NLP), Agent Assist / GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics. Own integration patterns for CRM / CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM / WFO (NICE / Verint), telephony / SBC, and Teams Phone where applicable. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE / XLA dashboards; codify experience KPIs into health-of-operations views. Lead migration from legacy Avaya / Cisco to CCaaS, including number porting, call flows, routing / dialer strategies, knowledge / QA transitions, and pilot scale roadmaps. Define non-functional requirements (reliability, latency, recording / archival, security, PII / HIPAA / PCI), SRE / observability, and BCP / DR for CCaaS. Provide orals leadership, own PRDs / HLD / LLD, test strategy (IVR / IVA, regression, contact flows), and cutover planning. Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT / NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve. Champion change management & adoption for agents and supervisors (agent desktop, WEM / WFO, coaching, QA insights). CRM : Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing). WEM / WFO / WFM : NICE / Verint; QM automation; forecasting & scheduling. Telephony / SBC : SIP, SBCs (AudioCodes / Sonus), Teams Phone integration. Certifications : AWS CCP / SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure / AWS Architect; TOGAF; ITIL. Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA / Conversational AI, GenAI agent assist, and speech / text analytics. CRM / ITSM integration, WEM / WFO, and automation experience. Strong client-facing and orals leadership skills. 10+ years in Contact Center technologies; 5+ years architecting CCaaS / omnichannel programs at enterprise scale. Design / delivery on at least two of : Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flexincl. routing, IVA, WEM / WFO, and CRM / ITSM integrations Hands-on with IVA / Conversational AI (intent design, NLU / NLP), Agent Assist / GenAI, and speech & text analytics (sentiment, quality, compliance). Solid grounding in security & compliance (PII, HIPAA / PHI, PCI-DSS, SOC2), SRE / observability, and BCP / DR for CCaaS. Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA / Conversational AI, GenAI agent assist, and speech / text analytics. CRM / ITSM integration, WEM / WFO, and automation experience. Strong client-facing and orals leadership skills. Certifications in CCaaS platforms, AWS / Azure, TOGAF, ITIL. Google CCAI (Contact Center AI) experience for IVA / Agent Assist and conversational AI orchestration. Executive presence; crisp storyteller for orals / steerco. Product thinking : MVP first, then scale with telemetry-driven improvements. Strong vendor management and cross-functional leadership.
Job Description :
Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9). Architect omnichannel journeys, IVA / Conversational AI, Agent Assist / GenAI, WEM / WFO, CRM / ITSM integrations, and QoE / XLA analytics. Own platform selection, HLD / LLD, migration from Avaya / Cisco, security / BCP, and delivery to measurable outcomes (AHT, FCR, CSAT / NPS, deflection, cost-to-serve).
Roles and Responsibilities
- Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.
- Design IVA / Conversational AI, Agent Assist, and analytics solutions.
- Integrate CRM (Salesforce / Dynamics), WFM / WFO, and telephony / SBC.
- Ensure compliance (PII, HIPAA, PCI), observability, and BCP / DR.
- Lead orals, solution governance, and vendor management.
Strategy & Architecture
Design & Integration
Migration & Delivery
Governance & Outcomes
Preferred Qualifications :
Mandatory Skills Experience :
Required Qualifications :
Technical Skills :
Desired Skills
Salary Range : $136,500-$210,800 a year
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Solution Architect • Las Vegas, NV, United States
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