Lead Solution Architect

We are seeking an experienced Lead Solution Architect to lead the design and delivery of a secure, scalable, AI-powered contact center solution supporting mission-critical government services. This individual will define the end-to-end architecture for an integrated customer engagement platform encompassing voice, web chat, self-service, automation, analytics, reporting, and government-system integrations.

The ideal candidate brings deep expertise in enterprise architecture, cloud technologies, contact center solutions, AI-driven customer engagement, and high-availability systems operating at large scale.

Key Responsibilities

• Own the overall solution architecture for a modern Contact Center as a Service (CCaaS) environment.
• Architect integrated solutions across voice, chat, IVR, CRM, AI, automation, APIs, analytics, reporting, and data platforms.
• Design highly scalable and resilient architectures capable of supporting significant fluctuations in demand and peak transaction volumes.
• Develop a unified omnichannel customer experience that seamlessly integrates self-service automation with live agent interactions.
• Define system interfaces, data flows, integration patterns, environments, and technical dependencies.
• Collaborate with stakeholders, implementation teams, and technology vendors to ensure architectural alignment and successful delivery.
• Establish architecture standards, technical roadmaps, and solution governance processes.
• Support performance testing, security validation, failover testing, disaster recovery planning, and operational readiness activities.
• Create and maintain architecture diagrams, technical documentation, and solution baselines.
• Provide technical leadership and guidance throughout the system development lifecycle.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent experience.
• Minimum 10 years of enterprise solution architecture experience.
• Demonstrated experience designing large-scale, high-availability, mission-critical systems.
• Strong expertise with:
  • Contact Center as a Service (CCaaS) platforms
  • Voice and telephony technologies
  • Interactive Voice Response (IVR) solutions
  • Web chat and omnichannel customer engagement platforms
  • CRM systems
  • API architecture and enterprise integration
  • Artificial Intelligence and automation technologies
  • Cloud platforms and cloud-native architectures
• Experience designing complex integrations across enterprise applications and external systems.
• Strong understanding of security, resiliency, scalability, and performance engineering principles.
• Exceptional communication, leadership, and stakeholder management skills.

Preferred Qualifications

• 5+ years of experience with cloud-based contact center technologies.
• Experience supporting federal government programs and large public-sector initiatives.
• Knowledge of FedRAMP-authorized environments and federal security requirements.
• Experience designing platforms supporting high transaction volumes and 24x7 operations.
• Industry certifications such as:
  • AWS Certified Solutions Architect
  • Microsoft Azure Solutions Architect Expert
  • TOGAF
  • SAFe Architect or equivalent

Desired Skills

• Enterprise Architecture
• Contact Center Technologies
• AI & Intelligent Automation
• Omnichannel Customer Experience
• Cloud Architecture
• Systems Integration
• API Management
• Security & Compliance
• High Availability & Disaster Recovery
• Vendor Management
• Technical Leadership
• Federal Government Solutions