Principal Architect - Solutions Architect

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We are seeking a forward-thinking and customer-centric Solution Architect specializing in Customer Experience. The ideal candidate will possess deep expertise in Unified Communications and Contact Center technologies, along with a strong understanding of voice security. This role is pivotal in modernizing and transforming how we design and deliver solutions that address complex communication challenges for our diverse customer base.

This position is more than just a technical role; it is about driving innovation, creating impactful customer engagements, and enabling tangible business outcomes through cutting-edge technologies such as Artificial Intelligence (AI), chatbots, and next-generation digital channels. This role will be a cornerstone in driving solution innovations, technical leadership, and revenue growth across our Customer Experience (CEx) portfolio.

What we're looking for...

• Subject Matter Expertise:
  Serve as a subject matter expert in Contact Center technologies, providing credible and innovative solutions to internal and external stakeholders.

• Solution Design:
  Translate customer business requirements into comprehensive, end-to-end technology architectures and actionable solution designs.

  • 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)

• Sales
  
  Collaboration:
  
  Collaborate closely with the CEx Specialist sellers and Core account teams to shape and deliver sellable and implementable solutions, ensuring alignment with our internal processes and standards.

• Demonstrations and Workshops:
  Deliver engaging live demonstrations and technical workshops that showcase our portfolio's capabilities and value proposition.

• Trusted Advisor:
  Act as a trusted advisor to customers by deeply understanding their communication needs and aligning technology solutions with their desired business outcomes.

• Area of Expertise:
  Maintain a primary area of expertise while cultivating broad technical knowledge across key platforms and vendors.

  • Primary technology / vendor will be 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.

• Technology Exploration:
  Continuously explore and assess emerging technologies (e.g., conversational AI, digital service, analytics, voice and video communications) to enhance customer engagement strategies.

• Cross-Functional Collaboration:
  
  Work with cross-functional teams (e.g., product engineering, sales, consulting, Product, Technology Solutions) to contribute to solution strategy and business development efforts.

• Documentation:
  Create high-quality solution documentation, including architectural diagrams, proposals, and presentations.

You'll need to have:

• 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, or specialized training.

• 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…