Solution Architect Contact Center Transformation

TEPHRAEdison, NJ, United States

23 hours ago

Job type

Full-time

Job description

Description : 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

Lead 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.

Design & Integration

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.

Migration & Delivery

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.

Governance & Outcomes

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).

Preferred Qualifications :

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.

Mandatory Skills

Experience :

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.

Required Qualifications :

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 Flex-incl. 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.

Technical Skills :

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.

Desired 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.

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Solution Architect • Edison, NJ, United States

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