CCaaS Solution Architect

Hands‑on experience designing or implementing CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9) Strong understanding of contact center operations, call routing, IVR, and digital engagement Experience with agent desktop design and supervisor workflows Technical & Architectural Skills Solution architecture experience across cloud, SaaS, integrations, and data Knowledge of identity, security, and compliance in SaaS environments Familiarity with reporting, analytics, and contact center KPIs Professional Skills Strong stakeholder communication and facilitation skills Ability to translate business needs into technical solutions Comfortable operating in large, complex enterprise programs Ability to influence decisions without direct authority Education & Certifications Bachelor’s degree in Information Technology, Computer Science, or related field CCaaS or cloud certifications preferred (vendor‑specific or cloud platform) Architecture or IT service management certifications a plus Typical Deliverables CCaaS solution and integration architecture diagrams Call flow and routing design documentation Risk and dependency assessments Where This Role Typically Engages CCaaS platform selection and onboarding Requirements and design workshops Design reviews and change control Go‑live readiness and transition to operations Responsibilities: Voice, IVR, ACD, routing, and call flows Digital channels (chat, email, SMS, social, messaging) Agent desktop and supervisor experience Workforce engagement, quality, and analytics (as applicable) Define logical and physical architectures across CCaaS, integrations, data, and infrastructure Ensure designs align with enterprise standards for security, identity, resiliency, and compliance Business & Contact Center Alignment Partner with Contact Center Operations, Customer Experience, and IT stakeholders to understand: Functional requirements (use cases, personas, call flows) Non‑functional requirements (availability, performance, DR, scalability) Translate operational needs into technical designs that support current and future business states Support workshops, requirement reviews, and design sessions with business and vendor teams Lead architecture for integrations between CCaaS and enterprise systems such as: Identity and access management Data & analytics platforms Define API, event, and data integration patterns (real‑time and batch) Evaluate and recommend platform features, add‑ons, and third‑party tools Delivery & Governance Act as the design authority for CCaaS across program phases (design, build, test, deploy) Review and approve solution designs, call flows, and integration approachesIdentify technical risks, dependencies, and constraints; recommend mitigation strategies Support change control, architecture reviews, and decision forums (e.g., design authority, CCB) Non‑Functional & Operational Readiness Define and validate non‑functional requirements including: High availability and disaster recovery Security, privacy, and regulatory compliance Performance, scalability, and capacity planning Ensure solutions are supportable, operable, and aligned with IT operations and monitoring models Maintain architecture artifacts, diagrams, and decision records Document CCaaS standards, patterns, and reusable components Stay current on CCaaS vendor roadmaps and industry best practices Recommend continuous improvements to improve customer and agent experience #J-18808-Ljbffr