Senior Solution Architect - Leader in Transitioning To Clean Energy

Senior Solutions Architect — CCaaS & Contact Center Platforms

Design the future of customer engagement through modern cloud contact center technology. This role offers the opportunity to lead the architecture of next-generation Contact Center as a Service (CCaaS) platforms that power seamless, omnichannel customer experiences. You will play a critical role in transforming traditional contact center environments into scalable, intelligent, and cloud-based ecosystems.

Working at the intersection of customer experience, operations, and enterprise technology, this position focuses on delivering high-impact solutions that improve agent productivity, enhance customer interactions, and enable data-driven decision‑making across large organizations.

Role Overview

The Senior Solutions Architect is responsible for designing and guiding the implementation of end‑to‑end CCaaS solutions across enterprise environments. This role combines deep technical expertise with a strong understanding of contact center operations to deliver scalable, secure, and high‑performing systems. You will partner with business stakeholders, customer experience teams, and technical leaders to translate operational needs into robust architectural designs. From platform selection to implementation and optimization, you will act as a key technical authority throughout the lifecycle of contact center transformation initiatives.

Key Responsibilities

• CCaaS Solution Architecture Design comprehensive contact center solutions that support voice, IVR, intelligent routing, and automated call distribution. Architect digital engagement channels including chat, messaging, email, and social interactions to create unified customer experiences.
• Customer Experience & Operational Alignment Collaborate with contact center operations, customer experience teams, and business stakeholders to understand workflows, user personas, and service expectations. Translate these insights into technical solutions that enhance both customer satisfaction and agent efficiency.
• Platform & Integration Design Lead the design of integrations between CCaaS platforms and enterprise systems such as CRM platforms, billing systems, identity management solutions, and analytics environments. Define integration patterns using APIs, event‑driven architectures, and data pipelines to enable real‑time and batch processing of customer interaction data.
• Technical Governance & Delivery Oversight Act as the primary design authority for CCaaS initiatives, ensuring architectural consistency and adherence to enterprise standards throughout all project phases. Review and approve solution designs, integration strategies, and call flow configurations while guiding teams through design decisions and trade‑offs.
• Risk & Dependency Management Identify technical risks, system dependencies, and potential constraints early in the design process. Develop mitigation strategies that ensure successful delivery and long‑term system stability.
• Non‑Functional Architecture Define and validate requirements related to system performance, scalability, availability, disaster recovery, and security. Ensure all solutions meet enterprise standards for compliance, privacy, and operational resilience.
• Operational Readiness Ensure that deployed solutions are fully supportable and aligned with operational processes, monitoring frameworks, and service management practices.
• Documentation & Standards Create and maintain architecture diagrams, technical documentation, and decision records. Establish reusable patterns and standards that support consistent and efficient solution delivery.
• Continuous Improvement Stay informed on evolving CCaaS platforms, vendor capabilities, and industry trends. Recommend enhancements that improve customer engagement, agent productivity, and overall system performance.

Required Qualifications

• CCaaS & Contact Center Expertise Hands‑on experience designing or implementing cloud‑based contact center platforms such as NICE CXone, Genesys Cloud, Amazon Connect, or Five9.
• Contact Center Operations Knowledge Strong understanding of call routing, IVR systems, agent workflows, and omnichannel customer engagement strategies.
• Solution Architecture Experience Proven ability to design enterprise solutions across cloud, SaaS, integration layers, and data platforms.
• Integration & API Design Experience designing API‑based integrations and event‑driven architectures that connect CCaaS platforms with enterprise systems.
• Security & Compliance Awareness Understanding of identity management, data security, and regulatory compliance within SaaS and cloud environments.
• Analytics & Reporting Familiarity with contact center metrics, reporting frameworks, and performance indicators used to evaluate customer experience and operational efficiency.
• Communication & Stakeholder Engagement Strong ability to facilitate discussions, lead workshops, and communicate complex technical concepts to both technical and non‑technical audiences.
• Enterprise Experience Comfort working within large‑scale programs involving multiple stakeholders, vendors, and cross‑functional teams.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Certifications in CCaaS platforms or cloud technologies.
• Experience with architecture frameworks or IT service management methodologies.

Typical Deliverables

Comprehensive solution architecture diagrams outlining system components and integrations.

Detailed call flow and routing designs that define customer interaction paths.

Documentation of non‑functional requirements such as performance, availability, and scalability.

Architecture decision records that document key design choices and trade‑offs.

Risk assessments and dependency analyses for complex system implementations.

Where You’ll Make an Impact

• Platform selection and onboarding for cloud‑based contact center solutions.
• Facilitating requirements workshops and design sessions with business and technical teams.
• Validating vendor solutions and ensuring alignment with enterprise architecture standards.
• Supporting go‑live readiness and ensuring smooth transition to operational support teams.

This role provides an opportunity to influence how organizations connect with their customers by designing modern, scalable contact center platforms that deliver seamless and intelligent customer experiences.

About Andiamo

Talent Partners for the AI Revolution. As a globally recognized staffing and consulting firm, we specialize in placing the top 2% of technology and go‑to‑market professionals with the world’s largest and most well‑known companies. For over 20 years, we've maintained the status of tier‑one vendor for firms such as Palantir, Amazon, Fluidstack, Bloomberg, Relativity Space, Firefly, MasterCard, Visa, Two Sigma, Citadel, as well as other major financial services firms, elite hedge funds, Google‑backed tech start‑ups, and major software firms.

Our talent solutions include Permanent Placement, Contract Staffing, Executive Search, and Dedicated Recruiting Services (RPO). Find out more at