LEAD - ENTERPRISE SOLUTION ARCHITECT

Client is seeking a highly experienced technical leader with extensive experience in IT architecture for large scale systems. This senior-level individual contributor role is instrumental in shaping our technology future, focusing on the Call Center Sales and Service Domain. The successful candidate will be a cornerstone in understanding business visions and strategies, crafting IT target architecture, and roadmaps across multiple domains, with a keen emphasis on the integration and advancement of Generative AI technologies. This hands-on role will access maturity of innovative new technologies and choose technology and usage. The Lead will coach others across the organization on best practices, continuous learning, and architecture roadmaps; communicate with senior leadership and executives on architecture roadmaps.

In this role, you will work and collaborate with critical stakeholders to understand business needs, priorities, and the quality of services to be created or enhanced. Some examples include:

Develop architecture roadmaps, standards, and guidelines, providing expertise in multiple domains, especially in leveraging Salesforce Sales, Marketing, Field Service Cloud, and Genesys technologies for Call Center enhancements.
Work closely with various groups (sales, product management, operations, etc.) and other engineering organizations across the client.
Understand and identify the business need (i.e., what is being requested) and then drive the technical solution definition (i.e., how to solve the business need).
Define functional, performance, and reliability requirements to ensure the solution can support the size and scale of the business.
Stay at the forefront of technological advancements and apply cutting-edge solutions to drive our business forward.
Communicate with senior leadership and executives, articulating architecture roadmaps and the strategic integration of innovative technologies like Generative AI into business operations.
Lead initiatives in the Generative AI space, demonstrating how Generative AI can revolutionize Call Center sales and service domains, from enhancing IVR systems to deploying sophisticated Agent Assist and Virtual Assistant capabilities.

What you ll need to be successful:

IT Architecture experience: 5+ years, with a total IT experience of 10+ years.
Deep understanding of the Call Center domain and Generative AI applications.
Proven track record as a technical leader in large-scale system architecture, architecture roadmap with a focus on innovation, and the practical application of new technologies.
Excellent knowledge of Salesforce applications including Sales, Service, Field Service, and Marketing Cloud.
Demonstrable experience with Generative AI technologies and their application in improving customer service and sales operations.
Knowledge of Enterprise tools like Salesforce, Genesys, Call Miner, Snowflake, Databricks, Tealium, Mulesoft, and Confluent Kafka

Skills/Disciplines:

Able to see the big picture , as well as detailed analysis Excellent verbal and written communication skills (at the product and technical levels) High level requirements engineering Solution and Enterprise architecture
Diagramming: user flow, data flow, solution flow 3rd party product evaluation Safe agile methodology This role requires, but is not limited to, approximately 10% or less travel.