Solutions Architect (CCaaS)

TL;DR

Solutions Architect (CCaaS): Leading the design and architecture of cloud-based CCaaS ecosystems to transform customer experiences with an accent on integrating intelligent contact center solutions with core technologies. Focus on developing customized solution proposals, integrating CCaaS with CRM and AI tools, and optimizing omnichannel routing.

Location: Remote (Work from anywhere)

Company

Global IT services and consulting company supporting digital transformation for large enterprises through enterprise and start-up innovation.

What you will do

• Serve as subject matter expert on CCaaS and CX platforms to develop customized solution proposals for enterprise clients.
• Design comprehensive technical architectures integrating CCaaS solutions with CRM (e.g., Salesforce), AI/analytics tools, and WFM.
• Create detailed project estimates, including costs, timelines, and resource needs for implementation and migration.
• Develop full solution designs covering telephony architecture, omnichannel routing, digital integration, and security.
• Support sales teams by answering deep technical questions and proposing innovative CX solutions.
• Evaluate and incorporate new features from leading platforms and AI services to improve solution offerings.

Requirements

• 10+ years of experience selling products and services within CX/Contact Center ecosystems.
• 5+ years of professional services experience with Genesys Cloud and at least one other CCaaS product (Amazon, Five9, Google, NICE, or TalkDesk).
• Hands-on experience with cloud platforms such as GCP and/or AWS.
• 2+ years of experience with AI tools and technologies (Voice/Chat BOT, Agent Assist, Automated QM).
• Proven expertise across Inbound, Outbound, WFM, and integrated technologies like CRM and Speech Analytics.
• Excellent presentation and communication skills.

Nice to have

• 3 years of proven expertise in integrating Amazon Connect with CRM platforms, WFM, and speech analytics.

Culture & Benefits

• Work From Anywhere culture providing high remote flexibility.
• Comprehensive compensation package including health insurance and language courses.
• Availability of a relocation program.
• Professional development via certification programs, mentorship, and internal mobility.
• Inclusive multicultural environment with regular team-building and social events.