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Overview
We are seeking an experienced Solution Architect to design, guide, and maintain architectural solutions for enterprise contact centre systems. The ideal candidate will have a strong background in solution architecture within large, complex environments, preferably in the financial services sector, and a proven ability to lead workshops and build stakeholder consensus.
Key Responsibilities
* Develop, maintain, and communicate the solution architecture for specific business problems or environments.
* Define deliverables and solution outlines for each phase of architecture development.
* Use enterprise architecture frameworks to gather and apply relevant information to solution design.
* Develop migration paths from baseline to target architecture states.
* Assess and communicate the costs, benefits, risks, and trade-offs of architectural alternatives.
* Participate in and contribute to verification, validation, and design review processes.
* Ensure architectural stability, consistency, and alignment across multiple projects and initiatives.
* Facilitate design workshops and achieve agreement on end‑to‑end solution designs.
Core Skills & Experience
* 5+ years of experience in solution or technology architecture roles within large enterprise environments.
* Demonstrated experience defining and implementing solution architectures in complex, cross‑functional settings.
* Proven experience in the architecture and design of contact centre solutions using one or more of the following technologies:
o Verint i360
o Cisco UCCE
o Nice CXOne
o Nexidia Analytics
o IVR design and integration
* Experience integrating contact centre systems with CRM platforms such as Salesforce or Verint Customer Engagement Manager.
* Exposure to large‑scale contact centre migrations; experience with cloud migrations (e.g. Genesys, Nice, AWS) is highly regarded.
* Ability to influence and design best practices for call flow, skills‑based routing, and overall customer engagement architecture.
* Experience facilitating architecture workshops and building consensus among business and technology stakeholders.
Seniority Level
Mid‑Senior level
Employment Type
Contract
Job Function
Information Technology
Industries
Staffing and Recruiting
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