Solution Architect Contact Center Transformation

Description:

Job Description:Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9). Architect omnichannel journeys, IVA/Conversational AI, Agent Assist/GenAI, WEM/WFO, CRM/ITSM integrations, and QoE/XLA analytics. Own platform selection, HLD/LLD, migration from Avaya/Cisco, security/BCP, and delivery to measurable outcomes (AHT, FCR, CSAT/NPS, deflection, cost-to-serve).Roles and Responsibilities

Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.

Design IVA/Conversational AI, Agent Assist, and analytics solutions.

Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/SBC.

Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR.

Lead orals, solution governance, and vendor management.

Strategy & Architecture

Lead discovery and target-stat...