Job Description

We are seeking an experienced and technically profound Solution Architect with over 12 years of specialized experience in designing, integrating, and deploying large-scale Cloud Contact Center (CCaaS) and Unified Communications (UC) solutions. This role is central to driving our digital customer experience strategy, requiring a deep, hands-on understanding of major cloud platforms and the critical underlying telephony infrastructure necessary for true operational convergence.



Key Responsibilities



The successful candidate will serve as the technical authority, responsible for the end-to-end design, implementation oversight, and governance of our global CX and UC ecosystem.



1. Solution Design & Strategy: Lead the architectural design and roadmap for integrating CCaaS (e.g., Genesys Cloud CX, Webex Contact Center) with core UC platforms (e.g., Microsoft Teams, Webex). Ensure designs meet performance, scalability, security, and compliance requirements.



2. Contact Center Architecture: Design complex routing, reporting, and agent desktop solutions on leading cloud CCaaS platforms, defining best practices for flow orchestration, WFM/WEM integration, and data lake ingestion.



3. Unified Communications Integration: Define the technical approach for leveraging Microsoft Teams and Cisco Webex for contact center agent and back-office connectivity, ensuring seamless federation and optimal user experience.



4. Voice Infrastructure & Telephony: Design and govern the enterprise voice connectivity, including PSTN access, carrier management, numbering plans, and the deployment and management of Session Border Controllers (SBCs) for secure, compliant voice transport.



5. AI & Automation: Architect the integration of conversational AI solutions, including Virtual Voice Agents (VVAs), Conversational Bots, and advanced Natural Language Understanding (NLU) services into the core CCaaS platform workflows.



6. Governance & Standards: Establish technical standards, patterns, and architectural blueprints for all cloud communications deployments, providing technical leadership and mentoring to development and engineering teams.



Required Technical Expertise (12+ Years Experience)



Cloud Contact Center Platforms

Deep hands-on expertise in designing and deploying solutions of leading CCaaS platform: Genesys Cloud CX , Webex Contact Center.
Expertise in CCaaS data models, APIs (Webhooks, REST), and the implementation of custom CTI solutions for agent screen-pop and context sharing.


Unified Communications & Telephony

Expert-level knowledge of Microsoft Teams Direct Routing, including integration with certified Session Border Controllers (SBCs) and enterprise voice policies.
Detailed understanding of Webex Connect capabilities for CPaaS/flow orchestration and its relation to Webex Contact Center.
Profound knowledge of PSTN connectivity concepts (SIP Trunking, TDM, PRI), local number portability, and regulatory compliance associated with voice.
Proven experience with Session Border Controllers (SBCs), including configuration, security, high availability, and troubleshooting of call flows.


Conversational AI & Automation

Detailed practical experience architecting solutions utilizing Virtual Voice Agents (VVAs) and Conversational Bots for self-service automation.
Strong theoretical and practical understanding of Natural Language Understanding (NLU) and Natural Language Generation (NLG) concepts within a contact center context.
Advantageous: Conceptual and practical understanding of Google's conversational AI platform, Dialogflow CX, and its role in enterprise VVA design.


Qualifications

Bachelor's degree in Computer Science, Engineering, or a related field. Master's degree preferred.
Minimum of 12 years of progressive experience in IT architecture, with at least 7 years dedicated specifically to large-scale contact center, voice, or Unified Communications environments.
Relevant professional certifications from vendors such as Genesys, Microsoft (Teams Voice), Cisco, or Google Cloud (Architect).


Non-Technical Skills

Exceptional communication and presentation skills, with the ability to articulate complex technical concepts to both executive leadership and engineering teams.
Proven ability to lead technical strategy and influence stakeholders across organizational boundaries.
* + Strong commercial acumen to evaluate build vs. buy decisions and total cost of ownership (TCO) for architectural choices.