Design Architect - Contact Center

Red River is seeking a Design Architect to join our growing team! This position serves as a technical authority on Contact Center consulting and is experienced in translating client business needs into technology solutions. The Design Architect (DA) represents Red River as the industry subject matter expert on customer opportunities and aligns with Pre-Sales and Sales to help determine project scope, technical specifications and requirements. The DA supports the offer portfolio, service catalog and technology roadmap in their practice area. They remain current on industry topics including trends, philosophies, and the resulting architectures.

DAs also achieve and maintain OEM certifications in their expertise to maintain proficiency and support channel programs, mentor less experienced engineers and provide technical leadership for internal initiatives. The DA will work closely with Red River Sales, Partner vendors, and Red River Managed Services to implement solutions for Red River's growing customer base.

Primary Position Tasks:

• Serve as the primary technical resource in complex sales discussions, demonstrating deep subject matter expertise and working closely with sales teams to identify customer needs and craft tailor-made solutions that align with their business objectives.
• Strategic relationship building with OEMs within area of focus
• Evaluate new products and technologies
• Actively contribute to the development of new services and offers
• Provide technical services in the form of design, assessment and analysis
• Training and Sales Enablement
• Develop additional technical and professional skills through career-track curriculum and self-learning experiences
• Provide support and leadership working with the Services organization in best practices and research
• Engage in a broad range of technical, business tasks, and project lifecycles.
• Other business duties as assigned

Responsibilities/Functions:

• Design and architect advanced contact center solutions, focusing on Genesys and Webex Contact Center platforms.
• Develop integration strategies for Unified Communications (UC) systems with CRM and ITSM tools to enhance customer experience and operational efficiency.
• Lead technical discussions and presentations on the value and architecture of contact center solutions to stakeholders and clients.
• Collaborate with sales teams to identify customer needs and craft tailor-made solutions that align with their business objectives.
• Stay abreast of the latest trends and technologies in Contact Center AI, CRM integrations, and unified communications, applying this knowledge to design innovative solutions.
• Mentor junior engineers and team members on best practices, technical skills, and the latest in contact center technologies.
• Be technically proficient in the ability to stand up and configure contact center solutions and integrate with third-party systems.

Qualifications/Experience:

• Proven experience as a presales engineer or subject matter expert in Contact Center solutions, with a strong preference for expertise in Genesys and Webex Contact Center.
• Demonstrated knowledge of Unified Communications architectures and their applications in a contact center context.
• Expertise in leveraging Contact Center Artificial Intelligence (AI) to improve customer interactions and operational efficiency.
• Experience in integrating contact center platforms with CRM and ITSM tools.
• Excellent communication skills, with the ability to articulate complex technical solutions to non-technical stakeholders.
• Active and verified professional level OEM certifications in relevant technologies.

Desired Experience:

• Previous experience in a fast-paced consulting, VAR, or Managed Services environment, specifically with a focus on contact center solutions.
• Experience with other contact center platforms and technologies is a plus.
• Familiarity with cloud-native contact center solutions and migrations.

Minimum Education/Certification/Experience Requirements:

• Bachelor's degree
• A minimum of 10 years of industry experience, demonstrating a broad understanding of contact center technologies and market trends.
• At least 2-5 years of presales engineering experience, showcasing skills in client engagement, solution design, and technical sales support.
• 5+ years in professional services roles, with a strong emphasis on experience as a contact center deployment engineer, highlighting hands-on experience in deploying and optimizing contact center solutions.
• Active and verified professional level of OEM certifications.

Knowledge, Skills, and Abilities:

• Strong understanding of contact center technologies and trends, including omnichannel communications, AI, and automation.
• Proficiency in designing and implementing complex contact center solutions that integrate with Unified Communications, CRM, and ITSM platforms.
• Ability to work collaboratively with sales teams to develop and present custom solutions to clients.
• Skilled in problem-solving and troubleshooting complex contact center architectures.

Essential Elements (Mental; Physical; Equipment used):

This position is an office position that requires remaining in a stationary position for multiple hours throughout the workday.

This position requires the ability to continuously communicate with co-workers throughout the day utilizing Red River approved and/or provided communication tools and equipment.

Special Requirements:
Work location varies. Travel varies and can be up to 50% depending on work location. A passport is required as a condition of employment. Fluent in English and comfortable communicating verbally and in writing with customers and project personnel. A valid US Driver's license is required.

Basic Qualifications:

• U.S. Citizenship Required

Red River offers a competitive salary, excellent benefits and an exceptional work environment. You can review our benefit offerings here . If you are ready to join a growing company, please submit your resume and cover letter (optional).

EOE M/F/DISABLED/Vet

Red River is an equal opportunity employer and makes employment decisions based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, marital status, age, family medical history or genetic information, disability, past or present military service, or any other characteristics protected under the laws applicable in the locations where Red River operates. Red River will not tolerate discrimination or harassment based on any of these characteristics.

Red River does not accept unsolicited resumes from individual recruiters or third party recruiting agencies in response to job postings or otherwise. Placement fees will not be paid to any recruiter unless Red River has an active agreement in place with the recruiter and such a request has been made by the Red River Talent Acquisition team and such candidate was submitted to the Red River Talent Acquisition Team via our Applicant Tracking System. Any unsolicited resumes or other data submitted to Red River in violation of this policy may be used by Red River without obligation to pay any fees of any kind to the recruiter.