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 #J-18808-Ljbffr