Solution Architect Contact Center & CX Technology

Role: Solution Architect — Contact Center & CX Technology

Location - Charlotte, NC, Onsite

Experience: 12+ Years

Summary

We are looking for a hands-on Solution Architect to design and deliver enterprise omnichannel contact center platforms on a scale. You will own the transformation end to end — from discovery and business case, through CCaaS and conversational AI architecture, to legacy migration and measured adoption — while leading cross-functional teams and engaging executives on strategy and ROI.

Roles & Responsibilities

·        Architect, design-review, and QA-validate CCaaS and conversational AI solutions across the full lifecycle.

·        Define and execute the contact center platform roadmap and the business case behind it.

·        Lead migration from the legacy on-premise estate (Genesys Engage, Cisco UCCE, Avaya) to cloud platforms.

·        Integrate conversational AI (Dialogflow / CCAI, LLM-based intent routing) with the contact center and CRM.

·        Design routing, self-service, personalization, and omnichannel blending across voice, chat, and email.

·        Lead cross-functional, multi-geography teams of engineers, analysts, QA, and product owners.

·        Run requirements sessions with business stakeholders and brief executives on strategy, ROI, and adoption.

·        Lead RFP responses, SOW preparation, and proposal and vendor-management activity.

·        Establish governance, change management, and success measures; act as senior escalation point.

Required Skills

·        Hands-on CCaaS depth on at least one major platform — Google CES / CCAI, Genesys Cloud CX, NICE CXone, or Amazon Connect.

·        Conversational AI experience: virtual agents, agent assist, intent-based routing, LLM integration.

·        Legacy telephony knowledge: Genesys Engage, Cisco UCCE/CVP/Finesse, or Avaya CM/AEP/AES, plus IVR, CTI, SIP/VoIP, and carrier routing.

·        Cloud and integration fluency: Google Cloud Platform and/or AWS, SQL/Oracle, CI/CD, and CRM/Salesforce integration.

·        Proven roadmap ownership, stakeholder facilitation, and executive communication.

·        Experience leading multi-geo delivery teams in SAFe Agile and/or waterfall.

Good to Have

·        Enterprise architecture framework experience (TOGAF).

·        Process mining for contact center (e.g., Celonis) to quantify savings and productivity.

·        Platform certifications — Google Cloud / Generative AI, Genesys, NICE, Amazon Connect, or Salesforce.

·        Multi-instance / multi-region contact center integration for routing and data efficiency.

·        Unified agent desktop and video-chat integration.

·        Workforce management, interaction analytics, and quality AI deployment.

·        A record of innovation — patents, awards, or published CX points of view.