Solution Architect Contact Center Transformation

2 weeks ago

Edison, NJ, United States TEPHRA Full time
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

  1. Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.
  2. Design IVA/Conversational AI, Agent Assist, and analytics solutions.
  3. Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/SBC.
  4. Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR.
  5. Lead orals, solution governance, and vendor management.
Strategy & Architecture
  1. Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR).
  2. Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost).
  3. Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.
Design & Integration
  1. Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics.
  2. Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable.
  3. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views.
Migration & Delivery
  1. Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot scale roadmaps.
  2. Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS.
  3. Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning.
Governance & Outcomes
  1. Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve.
  2. Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).


Preferred Qualifications:

  • CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing).
  • WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling.
  • Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration.
  • Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL.
Mandatory Skills

Experience:
  • Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9.
  • IVA/Conversational AI, GenAI agent assist, and speech/text analytics.
  • CRM/ITSM integration, WEM/WFO, and automation experience.
  • Strong client-facing and orals leadership skills.
Required Qualifications:
  • 10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale.
  • Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flex-incl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance).
  • Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS.
Technical Skills:
  • Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. • IVA/Conversational AI, GenAI agent assist, and speech/text analytics.
  • CRM/ITSM integration, WEM/WFO, and automation experience.
  • Strong client-facing and orals leadership skills.
Desired Skills
  • Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL.
  • Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration.
  • Executive presence; crisp storyteller for orals/steerco.
  • Product thinking: MVP first, then scale with telemetry-driven improvements.
  • Strong vendor management and cross-functional leadership.


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