Enterprise Architect

Enterprise Architect

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired bya collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

This is a hybrid role based in Atlanta, GA

The Enterprise Architect will lead the architecture and technology decisioning workstream for an AI-first Customer Engagement Center (CEC) transformation. This role is responsible for assessing the current technology landscape, defining future-state architecture, and guiding platform selection across CCaaS, CRM, AI orchestration, data, integration, and operating model components.

The architect will remain platform-agnostic , ensuring objective evaluations based on business priorities, customer experience goals, data maturity, and integration constraints. The role involves recommending best-fit solutions across a broad ecosystem that may include Salesforce, Genesys, Service Now, Microsoft, Amazon Connect, NICE, Google, or custom-built AI orchestration layers.

• Lead enterprise-wide architecture assessment across:
  • CCaaS, CRM, case management
  • Digital channels and customer interaction platforms
  • Data platforms, AI tooling, knowledge systems, integrations, and reporting
  • Evaluate current-state environments including Genesys, CRM systems, reservation platforms, data lakes, and BPO ecosystems
  • Map systems of record, engagement, intelligence, and automation across the enterprise

• Define future-state architecture options for AI-first customer engagement
• Develop reference architectures for key use cases such as:
  • Agentic self-service and agent assist
  • Proactive notifications and disruption management
  • Intelligent routing and knowledge-driven support
  • Post-service resolution workflows
• Design agentic AI architecture patterns , including:
  • Orchestrator agents and specialist agents
  • Tool integrations and workflows
  • Human-in-the-loop escalation models
  • Governance, observability, and guardrails

• Support evaluation and selection of CCaaS and CRM platforms
• Provide objective comparisons across vendors (e.g., Salesforce, Genesys, Service Now, Microsoft, Amazon Connect, NICE, Google)
• Assess trade-offs based on:
  • Business requirements and scalability
  • Integration complexity and data readiness
  • Cost, value realization, and operational impact

• Identify integration dependencies, data gaps, security constraints, and governance requirements
• Define API, event-driven, and middleware integration patterns
• Collaborate with data, security, and platform SMEs to validate architecture feasibility

• Partner with CX Strategy teams to translate customer journeys and service use cases into architecture requirements
• Support prototype/sandbox planning, including:
  • Platform setup assumptions
  • Test scenarios and validation criteria

Contribute to business case development through architecture inputs for ROI and TCO modeling

• 10+ years of experience in enterprise architecture, solution architecture, or digital customer engagement platforms
• Proven experience designing complex customer ecosystems integrating: CRM, CCaaS, digital channels, data platforms, and AI solutions
• Strong knowledge of:
  Contact center technologies and omnichannel routing, Case management, knowledge systems, workforce operations, and analytics
• Experience in multi-platform architecture decisioning (not limited to a single vendor ecosystem)
• Deep understanding of:
  Integration patterns (APIs, event-driven architecture), Data flows, identity & access management, security, and governance
• Hands-on experience creating:
  Reference architectures and system maps, Integration roadmaps and executive-level recommendations
• Ability to translate business needs into technical architecture strategies
• Experience supporting technology roadmaps, platform rationalization, and business…