Contact Center Transformation Architect

Your Role

You will be responsible for leading pre-sales engagements, defining solution architectures, and driving end-to-end contact center transformation initiatives. Working closely with business stakeholders, customers, delivery teams, and technology partners, you will design scalable, AI-driven customer experience solutions that improve operational efficiency and customer satisfaction.

Your Profile

• Lead RFP/RFI responses, solution architecture, effort estimation, and customer presentations.
• Architect end-to-end contact center solutions across Omnichannel, IVR, Conversational AI, WFM, Quality Management, and CRM platforms.
• Design and implement CCaaS solutions and cloud contact center transformation programs.
• Drive AI-led customer experience initiatives including Virtual Agents, Agent Assist, Self-Service, and Conversational AI.
• Lead contact center modernization and legacy PBX/ACD-to-cloud migration programs.
• Define integration strategies across CRM, Workforce Management, Analytics, and Telephony platforms.
• Manage delivery governance, program risks, quality, financials, and stakeholder communication.
• Establish operational KPIs, reporting frameworks, and executive dashboards.
• Provide technical leadership and mentor solution and delivery teams.

Mandatory Skills

• Strong experience in Contact Center Transformation and CX Solution Architecture
• Expertise in CCaaS Platforms such as Genesys, NICE CXone, Amazon Connect, Cisco Contact Center, Five9, or Avaya
• Experience with Conversational AI, IVR, Virtual Agents, and Chatbots
• Strong knowledge of CRM Integration (Salesforce, ServiceNow, Dynamics 365)
• Experience in Contact Center Modernization and Cloud Migration Programs
• Strong understanding of Omnichannel Routing, Workforce Management, Quality Management, and Analytics
• Experience handling RFP/RFI responses, solution estimation, and customer engagements
• Strong program and stakeholder management experience

Preferred Skills

• AI-powered Contact Centers and Agent Assist Solutions
• Real-time Analytics and Reporting
• Cloud Platforms (AWS, Azure, GCP)
• Agile, SAFe, Scrum Delivery Models
• Power BI, Tableau, and CX Analytics Platforms

Preferred Certifications

• Genesys Cloud Certification
• NICE CXone Certification
• Amazon Connect Certification
• Salesforce Service Cloud Certification
• PMP / PRINCE2 / SAFe Certifications