Systems Solutions Architect

Key Responsibilities Platform Strategy and Roadmap

• Develop and execute the CCaaS platform roadmap
  , ensuring alignment with business goals, customer needs, and technology strategy.
• Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies.
• Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies.
• Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements.

• Oversee the architecture, design, development, implementation, and ongoing maintenance of the CCaaS platform.
• Ensure solutions meet enterprise standards for reliability, scalability, security, and performance
  .
• Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues.
• Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms (e.g.,
  Salesforce, Microsoft Dynamics
  ) and other third‑party applications.
• Ensure best practices in IVA design, data stores, call flows, routing strategies, and omnichannel customer journeys.
• Lead Agile delivery practices, including sprint planning, stand‑ups, reviews, and retrospectives, to ensure timely and high‑quality delivery.

• Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards.
• Act as a key liaison between development teams, architects, operations, and internal business stakeholders.
• Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones.
• Support governance, technical decision‑making, and long‑term platform planning activities.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

• 4–6 years of experience in information technology or engineering environments.
• Proven experience with Contact Center as a Service (CCaaS) platforms such as Genesys Cloud, NICE CXone, Amazon Connect, or Five9
  .
• Strong background in telephony and network infrastructure, including SIP, VoIP, call routing
  , and contact center architecture.
• Experience integrating CRM platforms and enterprise systems with contact center solutions.
• Working experience with implementing , creating , designing IVA solutions
• Working experience with work force management ( verient)

• Strong leadership and people‑management skills with the ability to motivate and develop technical teams.
• Excellent communication, interpersonal, and stakeholder‑management skills.
• Proficiency in Agile development methodologies
  .
• Deep understanding of IVR design, call flows, and omnichannel communication strategies
  .
• Broad architectural knowledge covering cloud, hybrid, and enterprise environments.
• Familiarity with Workforce Management (WFM), Quality Management (QM), and contact center analytics is an advantage.
• Strong analytical, problem‑solving, and decision‑making capabilities.

• Strategic thinker with strong execution focus.
• Customer‑centric mindset with a passion for improving customer experience.
• Results‑driven, accountable, and comfortable operating in complex enterprise environments.
• Collaborative leader who influences across business and technology teams.

Cisco Certified Internetwork Expert (CCIE) - Computer/Information Technology