Enterprise Architect

The Enterprise Architect will lead the architecture and technology decisioning workstream for the AI-First Customer Engagement Center engagement. This role will assess the current customer engagement technology landscape, define future-state architecture options, and support platform decisions across CCaaS, CRM, AI orchestration, data, integration, and operating model requirements.

The role must remain platform-agnostic and objective. The Enterprise Architect will not force a predetermined solution. Instead, they will evaluate the client’s current ecosystem, business priorities, guest experience needs, data maturity, operational model, and integration constraints to recommend the right architecture and platform path. This may include Salesforce, Genesys, Service Now, Microsoft, Amazon Connect, NICE, Google, custom AI orchestration layers, or other solutions depending on fit.

• Lead the enterprise architecture assessment across CCaaS, CRM, case management, digital channels, data platforms, knowledge, AI tooling, integrations, and reporting environments.
• Assess current-state Genesys, CRM, reservation, data lake, digital, BPO, and customer interaction architecture where applicable.
• Map systems of record, systems of engagement, systems of intelligence, and systems of automation across the customer engagement ecosystem.
• Identify data gaps, integration dependencies, security constraints, governance requirements, and operational readiness issues.
• Partner with the CX Strategy Lead to translate guest journeys, intents, and service use cases into architectural requirements.
• Define future-state architecture options for AI‑first customer engagement, including CCaaS, CRM, AI orchestration, data, knowledge, analytics, and human escalation patterns.
• Support architectural decisioning for CCaaS and CRM solutions, including Salesforce, Genesys, or other solutions, based on client needs, platform fit, integration complexity, data readiness, scalability, and value potential.
• Develop reference architectures for prioritized use cases, including agentic self‑service, agent assist, disruption handling, proactive notifications, routing, knowledge, and post‑cruise resolution.
• Define agentic architecture patterns, including orchestrator agents, specialist agents, tool calls, human‑in‑the‑loop escalation, guardrails, observability, and governance.
• Support sandbox or prototype planning where required, including platform setup, integration assumptions, test use cases, and validation criteria.
• Partner with data, security, operations, and platform SMEs to validate feasibility and avoid over‑claiming platform capabilities.
• Develop a technology recommendation with rationale, trade‑offs, dependencies, risks, and implementation roadmap.
• Support ROI and TCO modeling by providing platform architecture assumptions, integration effort, AI consumption considerations, licensing implications, and technology risk inputs.

• 10+ years of experience in architecture, solution architecture, CRM architecture, contact center architecture, or digital customer engagement architecture.
• Experience designing complex customer engagement ecosystems across CRM, CCaaS, digital channels, data platforms, integrations, reporting, and AI.
• Strong understanding of contact center platforms, CRM platforms, case management, omnichannel routing, knowledge management, workforce operations, and service analytics.
• Experience with architecture decisioning across platforms rather than single-vendor implementation only.
• Ability to evaluate trade‑offs across Salesforce, Genesys, Service Now, Microsoft Dynamics, Amazon Connect, NICE, Google, custom middleware, or other customer engagement technologies.
• Strong knowledge of integration patterns, APIs, event‑based architecture, data flows, identity, security, governance, and observability.
• Experience defining reference architectures, system‑of‑record maps, integration roadmaps, and technical recommendations for executive and delivery audiences.
• Ability to work with business stakeholders and translate non‑technical service needs into clear architectural options.
• Experience supporting business case…