Job Description

Project Role :

Application Tech Support Practitioner

Project Role Description :

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :

Solution Architecture

Good to have skills :

NA

Minimum

15

year(s) of experience is required

Educational Qualification :

15 years full time education



Job Summary: We are seeking a highly accomplished Senior Manager - CX Enterprise Architect with 15+ years of experience in designing and leading enterprise-scale customer experience (CX) and contact center transformations. This role requires a visionary enterprise architect with a deep understanding of contact center technologies, cloud platforms, and CX strategies, who can partner with clients to shape transformation roadmaps and ensure delivery of innovative, scalable solutions. As a CX Enterprise Architect, you will lead solution visioning, design authority, and architecture build, while enabling teams to implement and deliver transformational programs across Amazon Connect, Genesys Cloud CX, Nice CXOne and AWS ecosystems. Key Responsibilities: Enterprise Architecture & Solution Leadership o Define and own the CX and Contact Center enterprise architecture strategy for large-scale transformation programs. o Design end-to-end architectures leveraging Amazon Connect, Genesys Cloud CX, NICE CXOne, and AWS services to modernize contact centers. o Provide architecture governance across multiple programs, ensuring adherence to best practices, compliance, scalability, and security standards. o Develop reference architectures, integration blueprints, and reusable frameworks for consistent delivery. o Partner with client architects, business leaders, and technology teams to align solutions with enterprise strategy and CX goals. Client Engagement & CX Advisory o Act as a trusted advisor to executive stakeholders, shaping transformation journeys and CX roadmaps. o Conduct enterprise-level design sessions, architecture reviews, and solution assessments with clients. o Translate customer challenges and requirements into differentiated architecture solutions that drive measurable outcomes. Business Development & Thought Leadership o Lead solutioning efforts for RFPs, proposals, and client opportunities as the architecture authority. o Drive practice growth by contributing to Go-To-Market (GTM) offerings, Points of View (PoVs), and reusable solution assets. o Publish industry insights and best practices on customer experience transformation. Practice Development & People Leadership o Mentor and guide solution architects, consultants, and engineering teams in developing CX solution expertise. o Build and scale enterprise architecture capabilities across the CX transformation practice. o Support hiring, upskilling, and capability development within the practice. Skills & Experience Required: o 15+ years of experience in enterprise architecture, CX strategy, and large-scale contact center transformation. o Strong enterprise architecture expertise with deep knowledge of contact center platforms (Amazon Connect, Genesys Cloud CX, Cisco, Nice CXOne, etc.). o Proven track record in designing and delivering enterprise-scale CX architectures across industries. o Good exposure in the GenAI & Agentic AI o Hands-on expertise with AWS Cloud services (Lambda, Lex, API Gateway, DynamoDB, S3, Pinpoint, Transcribe, Comprehend, Contact Lens, etc.). o Strong experience with API-based integration architectures and enterprise platforms (Salesforce, ServiceNow, ERP/CRM systems). o Skilled at bridging business strategy and technology design in customer engagement domains. o Excellent stakeholder engagement, communication, and executive advisory skills. o Strong experience in program architecture governance, solution assurance, and design authority. Preferred Qualifications: o Engineering or equivalent degree in Computer Science, Information Technology, or related field. o Certifications in AWS Solutions Architect - Professional, AWS Contact Center Specialist, or Genesys Architect. o Knowledge of TOGAF or other Enterprise Architecture frameworks. o Provide strategic thought leadership by advising on new business models, digital engagement channels, and emerging technologies in CX. o Exposure to AI/ML-driven CX innovation - conversational AI, analytics, personalization, and predictive engagement. o Exposure with good knowledge on WFM, QM and other adjunct integrations o Exposure with good knowledge on CRM Applications o Experience across industries such as BFSI, Telecom, Healthcare, or Retail.




15 years full time education