Senior Solution Architect

Job Title: Senior Solution Architect

Location: Columbus, OH

Work Model: Hybrid (Onsite Tuesday–Thursday, Remote Monday & Friday)

Rate: $60–$80/hour (W-2)

Contract Length: 1 Year | March 30, 2026 – March 29, 2027

Extension: Strong possibility of extension

Employment Type: W-2 Only

Work Authorization: U.S. Citizens Only | No visa sponsorship available

We are seeking an experienced Senior Solution Architect to lead architecture and solution design efforts for a complex CCaaS (Contact Center as a Service) initiative within a large enterprise environment. This role will be responsible for defining end-to-end solution architecture across contact center platforms, integrations, cloud services, data flows, and supporting infrastructure to enable scalable, secure, and high-performing customer engagement capabilities.

The ideal candidate will bring deep expertise in CCaaS platforms
, contact center operations, solution architecture, and enterprise integrations. This individual will partner closely with stakeholders across Contact Center Operations, Customer Experience, IT, vendors, and program leadership to translate business needs into technical designs that support both current and future-state capabilities. The Senior Solution Architect will serve as a key design authority throughout the lifecycle of the program, from platform selection and onboarding through design, build, testing, go-live readiness, and transition to operations.

CCaaS Architecture & Design

• Design end-to-end CCaaS solution architecture across voice, IVR, ACD, routing, and call flows.
• Architect digital engagement capabilities including chat, email, SMS, social, and messaging channels.
• Define solution designs for agent desktop experiences and supervisor workflows.
• Support architecture for workforce engagement, quality management, analytics, and related contact center capabilities as applicable.
• Develop logical and physical architecture designs spanning CCaaS platforms, integrations, data architecture, and supporting infrastructure.
• Ensure all solution designs align with enterprise standards for security, identity, resiliency, and compliance.

Business & Contact Center Alignment

• Partner with Contact Center Operations, Customer Experience, and IT stakeholders to gather and validate functional and non-functional requirements.
• Translate business use cases, customer journeys, personas, and operational workflows into scalable technical architectures.
• Support workshops, requirements sessions, design reviews, and solution discussions with internal stakeholders and vendor teams.
• Ensure solution designs support both immediate program objectives and long-term business needs.

Platform & Integration Architecture

• Lead architecture for integrations between CCaaS and key enterprise systems such as CRM platforms, CIS/billing systems, identity and access management, and data/analytics environments.
• Define API-based, event-driven, and batch integration patterns as appropriate for the platform ecosystem.
• Evaluate and recommend platform capabilities, add-ons, and third-party tools to support functional and operational requirements.
• Ensure integration designs are secure, scalable, supportable, and aligned with enterprise architecture standards.

Delivery & Governance

• Serve as the design authority for CCaaS solution architecture throughout design, build, test, and deployment phases.
• Review and approve solution designs, call flows, integration approaches, and technical implementation decisions.
• Identify architectural risks, dependencies, technical constraints, and assumptions, and recommend mitigation strategies.
• Participate in architecture reviews, change control processes, design authority meetings, and related governance forums.
• Support vendor solution validation and ensure architectural alignment across all program work streams.

Non-Functional & Operational Readiness

• Define and validate non-functional requirements including availability, disaster recovery, performance, scalability, privacy, security, and regulatory compliance.
• Ensure solutions are aligned to IT operational models, support readiness requirements, and monitoring standards.
• Support…