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