Job Title: Senior Solution Architect (CCaaS)
Location: Columbus (Onsite)
Duration: 12 Months Contract
Job Summary
We are seeking a highly experienced Senior Solution Architect with deep expertise in Contact Center as a Service (CCaaS) platforms to lead the design and implementation of enterprise-scale customer engagement solutions. This role will be responsible for defining end-to-end architecture, driving integration strategies, and ensuring alignment with business, operational, and technology objectives in a complex enterprise environment.
Key Responsibilities
CCaaS Architecture & Design
- Design and deliver end-to-end CCaaS solution architecture, including:
- Voice, IVR, ACD, routing, and call flows
- Digital channels (chat, email, SMS, social, messaging)
- Agent desktop and supervisor workflows
- Define logical and physical architectures across CCaaS, integrations, data, and infrastructure.
- Ensure solutions align with enterprise standards for security, identity, resiliency, and compliance.
Business & Stakeholder Alignment
- Partner with Contact Center Operations, Customer Experience, and IT teams to gather:
- Functional requirements (use cases, personas, call flows)
- Non-functional requirements (availability, scalability, performance, DR)
- Translate business needs into scalable technical solutions.
- Lead and facilitate workshops, requirement sessions, and design reviews with stakeholders and vendors.
Platform & Integration Architecture
- Lead integration design between CCaaS platforms and enterprise systems such as:
- CRM (e.g., Salesforce)
- CIS/Billing systems
- Identity and access management systems
- Data and analytics platforms
- Define API-based, event-driven, and data integration patterns (real-time and batch).
- Evaluate and recommend platform capabilities, add-ons, and third-party tools.
Delivery & Governance
- Act as the design authority across all phases (design, build, test, deploy).
- Review and approve solution designs, call flows, and integration strategies.
- Identify risks, dependencies, and constraints; provide mitigation strategies.
- Support architecture governance, change control boards (CCB), and decision forums.
Non-Functional & Operational Readiness
- Define and validate non-functional requirements, including:
- High availability and disaster recovery
- Security, privacy, and compliance
- Performance, scalability, and capacity planning
- Ensure solutions are operationally ready and aligned with monitoring and support models.
Documentation & Continuous Improvement
- Maintain architecture diagrams, artifacts, and decision records (ADRs).
- Document reusable patterns, standards, and best practices.
- Stay current with CCaaS platform roadmaps and industry trends.
- Recommend continuous improvements to enhance customer and agent experience.
Required Qualifications
CCaaS & Contact Center Expertise
- Hands-on experience with CCaaS platforms such as:
- NICE CXone, Genesys Cloud, Amazon Connect, or Five9
- Strong understanding of:
- Contact center operations
- Call routing, IVR, and ACD
- Digital engagement channels
- Experience designing agent desktop and supervisor workflows
Technical & Architectural Skills
- Proven experience in solution architecture across cloud, SaaS, and integrations
- Strong knowledge of:
- API-based integrations
- Event-driven architecture
- Identity, security, and compliance in SaaS environments
- Familiarity with reporting, analytics, and contact center KPIs
Professional Skills
- Excellent communication and stakeholder management skills
- Ability to translate business requirements into technical architecture
- Experience working in large, complex enterprise programs
- Ability to influence decisions without direct authority
Preferred Qualifications
- Bachelor s degree in Computer Science, Information Technology, or related field
- CCaaS or cloud certifications (vendor-specific or platform-based)
- Architecture or IT Service Management certifications
Typical Deliverables
- CCaaS solution and integration architecture diagrams
- Call flow and routing design documentation
- Non-functional requirements documentation
- Architecture Decision Records (ADRs)
- Risk and dependency assessments
Engagement Scope
- CCaaS platform selection and onboarding
- Requirements and design workshops
- Vendor solution validation
- Design reviews and governance
- Go-live readiness and transition to operations
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