Senior CCaaS Solution Architect (Lincoln)

We are looking for a senior CCaaS Solution Architect with strong customer‑facing experience to design and deliver end‑to‑end cloud contact center solutions across leading CCaaS platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS.

The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API‑based integrations, translating customer requirements into scalable, secure cloud architectures.

Key Responsibilities

• Design end‑to‑end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design
• Lead customer workshops to gather requirements and propose best‑fit CCaaS solutions
• Architect and integrate Workforce Management (WFM), reporting, and analytics
• Design and govern API‑based integrations with CRM and enterprise systems
• Create high‑level and detailed architecture, call flow, and integration diagrams
• Support on‑prem to CCaaS migration and cloud transformation initiatives
• Provide architectural leadership, estimates, and guidance to delivery teams

Must‑Have Skills

• 10 to 15 years of experience in Contact Center / CCaaS architecture
• Hands‑on experience with multiple CCaaS platforms such as:
• Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics)
• Solid understanding of cloud platforms (AWS / Azure / GCP)
• Good knowledge of security, compliance, and data privacy in cloud contact centers

Preferred

• Experience with AI‑driven contact center capabilities
• Exposure to Quality Management (QM)
• Familiarity with Agile delivery and Jira