Enterprise Architect- CCaaS (Contact Center)

10+ years of experience in architecture, solution architecture, CRM architecture, contact center architecture, or digital customer engagement architecture. Experience designing complex customer engagement ecosystems across CRM, CCaaS, digital channels, data platforms, integrations, reporting, and AI. Strong understanding of contact center platforms, CRM platforms, case management, omnichannel routing, knowledge management, workforce operations, and service analytics. Experience with architecture decisioning across platforms rather than single-vendor implementation only. Ability to evaluate tradeoffs across Salesforce, Genesys, ServiceNow, Microsoft Dynamics, Amazon Connect, NICE, Google, custom middleware, or other customer engagement technologies. Strong knowledge of integration patterns, APIs, event-based architecture, data flows, identity, security, governance, and observability. Experience defining reference architectures, system-of-record maps, integration roadmaps, and technical recommendations for executive and delivery audiences. Ability to work with business stakeholders and translate non-technical service needs into clear architectural options. Experience supporting business case development, platform rationalization, or technology roadmap creation. Current-state technology and integration assessment. System-of-record and data flow map. CCaaS / CRM / AI architecture options and decision rationale. Reference architecture for prioritized AI CEC use cases. Agentic architecture model, including agent roles, tool calls, escalation points, and guardrails. Platform recommendation covering Salesforce, Genesys, and other viable solutions where relevant. Integration dependency and risk register. Technology roadmap and architecture inputs into the final business case. #J-18808-Ljbffr GAC Solutions