Role: CCaaS Architecture & Design Solution Architect
Columbus, OH - Onsite
Qualifications:
Required Skills & Experience
CCaaS & Contact Center Expertise
Handson experience designing or implementing CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9)
Strong understanding of contact center operations, call routing, IVR, and digital engagement
Experience with agent desktop design and supervisor workflows
Technical & Architectural Skills
Solution architecture experience across cloud, SaaS, integrations, and data
APIbased integration and eventdriven architecture experience
Knowledge of identity, security, and compliance in SaaS environments
Familiarity with reporting, analytics, and contact center KPIs
Professional Skills
Strong stakeholder communication and facilitation skills
Ability to translate business needs into technical solutions
Comfortable operating in large, complex enterprise programs
Ability to influence decisions without direct authority
Education & Certifications
Bachelor s degree in Information Technology, Computer Science, or related field
CCaaS or cloud certifications preferred (vendorspecific or cloud platform)
Architecture or IT service management certifications a plus
Typical Deliverables
CCaaS solution and integration architecture diagrams
Call flow and routing design documentation
Nonfunctional requirement definitions
Architecture decision records (ADRs)
Risk and dependency assessments
Where This Role Typically Engages
CCaaS platform selection and onboarding
Requirements and design workshops
Vendor solution validation
Design reviews and change control
Golive readiness and transition to operations
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