Principal Architect - Solutions Architect

Principal Architect - Solutions Architect

United States, California, Irvine

Benefits include life insurance, parental leave, paid holidays, long term disability, tuition assistance, 401(k).

• Serve as a subject matter expert in Contact Center technologies, providing credible and innovative solutions to internal and external stakeholders.
• Translate customer business requirements into comprehensive, end‑to‑end technology architectures and actionable solution designs.
  • Create compelling solution designs to meet or exceed customer expectations and requirements.
  • Take designs through the approval processes (Peer Review, IQ Board, SOAR, DLM...).
  • Create both internal and external documentation on the design that can be used as part of the selling motion (external) and for the hand‑off to the implementation teams (internal).
• Collaborate closely with the CEx Specialist sellers and Core account teams to shape and deliver sellable and implementable solutions, ensuring alignment with internal processes and standards.
• Deliver engaging live demonstrations and technical workshops that showcase our portfolio's capabilities and value proposition.
• Act as a trusted advisor to customers by deeply understanding their communication needs and aligning technology solutions with their desired business outcomes.
• Maintain a primary area of expertise while cultivating broad technical knowledge across key platforms and vendors.
  • Primary technology / vendor will be Unified Communication solutions and services including Webex Calling (DI/mt), Microsoft Teams Calling, SIP trunking, Session Border Controllers (SBC), IP Toll Free, QOS and routing, and voice security (Securelogix, Pindrop, stir/shaken).
  • Secondary technologies would be contact center solutions, such as Genesys Cloud, Cisco Web Ex CC, and Verizon branded NICE CXone.
  • While a primary area of expertise is needed, it is critical for the role to have foundational knowledge of the entire CEx portfolio.
• Continuously explore and assess emerging technologies (e.g., conversational AI, digital service, analytics, voice and video communications) to enhance customer engagement strategies.
• Work with cross‑functional teams (e.g., product engineering, sales, consulting, Product, Technology Solutions) to contribute to solution strategy and business development efforts.
• Create high‑quality solution documentation, including architectural diagrams, proposals, and presentations.

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience.
• Proven experience as a Solution Architect or Sales Engineer in the Contact Center space.
• Ability to understand and align solutions with different market segments and audiences. Understands both business and technical aspects, as well as different sales motions for various market segments and their specific audiences.
• Demonstrated expertise in at least one major Calling platform (e.g., Cisco UC, Webex Calling, Microsoft Teams Calling).
• Strong understanding of cloud communications, telephony, SIP, IVR, omnichannel routing, workforce engagement, and customer experience design.
• Working knowledge and experience around integrating with Contact Center/CCaaS environments.
• Exceptional communication, presentation, and interpersonal skills.

• A degree in Information Technology, Computer Science, Engineering.
• Industry certifications such as CCNA Collaboration, CCIE, Microsoft Teams Voice, Genesys Cloud Certified, NICE CXone, AWS Cloud Practitioner.
• Experience with integrations, APIs, and cloud‑native services.
• Exposure to Agile solution delivery and Dev Ops practices.

This role emphasizes continuous learning and innovation. Candidates are highly encouraged and supported in pursuing and maintaining relevant industry certifications, participating in emerging technology training, and contributing to our internal knowledge‑sharing culture.

• Quality and completeness of solution designs.
• Customer satisfaction with technical engagements.
• Revenue growth influenced by…