Contact Center Architect

Role Summary

The
Contact Center Architect
will serve as a
principal technical leader
, responsible for translating complex business requirements into scalable, secure, and innovative contact center solutions. This senior role demands deep, hands-on expertise in the architecture, development, and end-to-end implementation of major Contact Center as a Service (CCaaS) platforms, with a focus on cloud migration and digital transformation.

Location & Experience

• Location:
  Chennai, Bangalore, Hyderabad, Pune, Mumbai, Noida (5-days Work from Office)
• Experience:
  17 to 22 years in IT/Technology, with a significant focus (10+ years) on Contact Center technologies and architecture.

Key Expertise & Qualifications

Mandatory Expertise (At least 2 platforms):
Deep, demonstrable architecture and implementation expertise in a minimum of
two
of the following leading CCaaS platforms:

• Amazon Connect:
  Expertise in associated AWS services (Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation, Contact Lens).
• Genesys (PureCloud/CX)
  : Strong knowledge of its architecture, routing, integrations, and deployment models.
• NICE (CXone):
  Proficiency in its platform, Omnichannel capabilities, WFM/WFO, and integration strategy.

Core Technical Skills:

• Exceptional understanding of
  Integration
  methodologies and hands-on experience integrating contact center platforms with
  CRM
  (e.g., Salesforce, ServiceNow), ERP, ticketing, and other enterprise systems using APIs, microservices, and middleware.
• Deep knowledge of
  telephony protocols
  (SIP, VoIP, PSTN, WebRTC) and contact center fundamentals (ACD, IVR/Voicebots, CTI, Routing, WFM).
• Strong proficiency in scripting/programming for automation and integration (e.g., Python, , JavaScript).
• Certifications (Highly Preferred):
  Relevant professional certifications for the stated platforms (e.g., AWS Certified Solutions Architect - Contact Center, Genesys Certified Professional, NICE CXone Certified Expert).

Roles and Responsibilities

1. Solution Design & Architecture

• Lead
  the design and definition of target state architecture for large-scale contact center transformation programs, ensuring solutions align with client business objectives, IT strategy, and governance standards.
• Develop
  end-to-end implementation blueprints
  including technical specifications, data flow diagrams, security models (PCI-DSS, HIPAA compliance), and disaster recovery strategies.
• Drive the adoption of
  Omnichannel
  and
  AI/ML
  capabilities (e.g., Chatbots, Voicebots, Speech Analytics, Sentiment Analysis) within the contact center ecosystem.

2. Customer Engagement & Delivery Leadership

• Act as the
  trusted advisor
  and technical bridge between client stakeholders (C-level, Business, and IT) and the delivery teams.
• Provide
  solutioning
  and technical presales support, including developing effort estimates, solution proposals, and presenting/defending the architectural roadmap.
• Oversee
  end-to-end implementation
  of complex contact center projects, providing technical guidance to delivery teams and ensuring adherence to design, quality, and timelines.

3. Governance & Optimization

• Define and enforce
  architectural best practices
  , standards, and governance policies for CCaaS deployments.
• Conduct
  system performance assessments
  , identify optimization opportunities, and recommend improvements to enhance operational efficiency (AHT, FCR) and customer experience (CSAT).
• Mentor and provide technical guidance to junior architects and development teams.

Soft Skills and Leadership

• Exceptional
  written and verbal communication, presentation, and negotiation skills.
• Proven ability to
  lead cross-functional teams
  and manage complex stakeholder environments.
• Strategic thinker with a strong focus on
  business outcomes
  and the ability to convert business problems into technical solutions.