Solution Architect Contact Center Transformation

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

1. Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.
2. Design IVA/Conversational AI, Agent Assist, and analytics solutions.
3. Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/SBC.
4. Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR.
5. Lead orals, solution governance, and vendor management.

Strategy & Architecture

1. Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR).
2. Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost).
3. Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.

Design & Integration

1. Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics.
2. Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable.
3. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views.

Migration & Delivery

1. Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot scale roadmaps.
2. Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS.
3. Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning.

Governance & Outcomes

1. 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.
2. 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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