CCaaS Architect

Job Summary

We are seeking an experienced CCaaS (Contact Center as a Service) Solution Architect to lead the design and implementation of modern cloud-based contact center solutions. The ideal candidate will work closely with business stakeholders, technical teams, and implementation partners to architect scalable, secure, and omnichannel customer engagement platforms. This role requires expertise in CCaaS technologies, cloud architecture, system integrations, and customer experience transformation.

Key Responsibilities

• Design end-to-end CCaaS solution architecture aligned with business and customer experience goals.
• Lead discovery workshops, gather business requirements, and translate them into technical solution designs.
• Architect omnichannel customer engagement solutions including Voice, Chat, Email, SMS, Social Media, and Messaging platforms.
• Design IVR, Intelligent Routing, Self-Service, Workforce Engagement, and AI-powered customer service solutions.
• Integrate CCaaS platforms with CRM, ERP, Identity Management, Analytics, and third-party enterprise applications.
• Define solution standards, architecture best practices, security, scalability, and high availability.
• Collaborate with business, infrastructure, networking, security, and application teams throughout project delivery.
• Produce architecture documents including HLD, LLD, integration diagrams, and deployment strategies.
• Support solution estimation, technical proposals, and pre-sales activities.
• Perform architecture reviews, solution validation, and production readiness assessments.
• Guide implementation teams during development, migration, testing, and deployment phases.
• Evaluate emerging CCaaS technologies and recommend continuous improvements.

Required Skills

CCaaS Platforms

• Experience with one or more:
• Genesys Cloud CX
• NICE CXone
• Amazon Connect
• Five9
• Cisco Webex Contact Center
• Talkdesk
• Avaya Experience Platform

Contact Center Technologies

• IVR Design
• ACD
• Skill-Based Routing
• Omnichannel Routing
• Voice Bots
• Chatbots
• Workforce Management (WFM)
• Quality Management (QM)
• Call Recording
• Speech Analytics
• Customer Journey Mapping

Cloud & Integration

• AWS, Azure, or Google Cloud
• REST APIs
• Webhooks
• SIP
• WebRTC
• CTI Integration
• OAuth
• SSO
• Identity Federation

CRM Integration

• Salesforce
• Microsoft Dynamics 365
• ServiceNow
• Zendesk
• Oracle CX

AI & Automation

• Conversational AI
• Generative AI use cases
• Virtual Agents
• NLP/NLU
• Intelligent Routing
• Agent Assist

Security

• IAM
• Encryption
• PCI-DSS
• GDPR
• HIPAA (where applicable)
• Secure Voice Architecture

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• 8–12 years of IT experience with 4+ years in CCaaS Solution Architecture.
• Experience designing enterprise-scale cloud contact center solutions.
• Strong understanding of customer experience (CX) transformation.
• Excellent communication and stakeholder management skills.

Preferred Certifications

• Genesys Cloud CX Certification
• Amazon Connect Specialty
• NICE CXone Certification
• Cisco Webex Contact Center Certification
• AWS Certified Solutions Architect
• Microsoft Azure Solutions Architect Expert
• Google Professional Cloud Architect
• ITIL Foundation
• TOGAF (Preferred)