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

12

year(s) of experience is required

Educational Qualification :

15 years full time education



Job Summary: We are seeking a highly skilled CCaaS Architect with 15 years of experience in designing and leading enterprise-scale Cloud Contact Center transformations. The ideal candidate is a visionary architect with deep expertise in contact center technologies, cloud platforms, CX strategy, and API integrations, capable of guiding clients through digital transformation journeys and delivering scalable, innovative contact center solutions. As a CCaaS Architect, you will provide solution visioning, architecture governance, and design authority, while enabling delivery teams to implement cloud contact center transformations across Amazon Connect, Genesys Cloud CX, NICE CXOne, and AWS ecosystems. Key Responsibilities: Enterprise Architecture & Solution Leadership o Lead the architecture, design, and implementation of CcaaS platforms for enterprise clients. o Define and own the cloud contact center architecture strategy for enterprise-scale transformation programs. o Design end-to-end CCaaS architectures, leveraging Amazon Connect, Genesys Cloud CX, NICE CXOne, and AWS services to modernize and optimize contact center operations. o Ensure architecture governance across programs, adhering to best practices, compliance, scalability, and security standards. o Develop reference architectures, integration blueprints, and reusable frameworks for consistent solution delivery. o Collaborate with client architects, business stakeholders, and technical teams to align solutions with enterprise CX and IT strategy. Client Engagement & CX Advisory o Act as a trusted advisor to executive stakeholders, shaping CX transformation roadmaps. o Conduct enterprise-level design sessions, architecture reviews, and solution assessments with clients. o Provide strategic thought leadership on CX, cloud contact center platforms, omnichannel engagement, and emerging technologies. o Translate business requirements and customer challenges into differentiated architecture solutions. Business Development & Thought Leadership o Lead solutioning efforts for RFPs, proposals, and client opportunities as the architecture authority. o Contribute to practice growth through Go-To-Market (GTM) offerings, reusable assets, and Points of View (PoVs). o Share industry insights and best practices in CCaaS and CX transformation. Practice Development & Mentorship o Mentor and guide solution architects, consultants, and engineering teams in CCaaS solution design and implementation. o Support upskilling, hiring, and capability development within the practice. o Drive the adoption of architecture standards, best practices, and reusable solution components across teams. Skills & Experience Required: o 15+ years of experience in enterprise architecture, CX strategy, CRM, and large-scale contact center transformation. o Deep expertise in CCaaS platforms - Amazon Connect, Genesys Cloud CX, NICE CXOne, Cisco, or similar. o Proven track record in designing and delivering enterprise-scale cloud contact center architectures. o Strong experience in API-based integrations with enterprise platforms (Salesforce, ServiceNow, ERP/CRM). o Skilled at bridging business strategy and technical architecture in customer engagement domains. o Strong stakeholder management, communication, and executive advisory skills. o Ability to lead technical discussions, workshops, and solutioning sessions with executives and technical teams o Experience in 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 Exposure to AI/ML-driven CX innovation - conversational AI, predictive engagement, analytics, and personalization. o Experience across industries such as BFSI, Telecom, Healthcare, or Retail.




15 years full time education