Sr Solution Architect - Customer Interaction Suite
Job Description
Job Title: Solutions Architect Contact Center TechnologiesLocation: Bangalore / Chennai / Hyderabad
Travel: Up to 50% as required
About the Role:
We are seeking an experienced Solutions Architect specialized in multiple contact center technologies. The ideal candidate will bring 10 to 15 years of hands-on experience with advanced knowledge in designing, implementing, and optimizing contact center solutions for large enterprises.The role involves close customer engagement, collaborating to design scalable and cost-effective architectures, and ensuring seamless integration with the clients environment. The Solutions Architect will be responsible for building detailed solution documentation and providing strategic advice to clients, while maintaining a strong technical acumen across Cisco, Genesys, Enghouse, Nice inContact, and Avaya platforms.
Key Responsibilities:
Lead customer-facing solution architecture discussions and ensure effective alignment with business requirements.
Independently conduct Demo and PoC to the customer, build required used cases to specific customer's expected domain
Design and architect contact center solutions using platforms such as Cisco, Genesys PureCloud, Enghouse, Nice inContact, and Avaya.
Provide recommendations on best practices, cost-effective design, and future-proof strategies for contact center technology deployment.
Develop detailed solution documentation, including architecture designs, diagrams, and Bill of Materials (BoM).
Collaborate with cross-functional teams to deliver seamless solutions.
Manage the end-to-end design lifecycle and provide expertise in pre-sales and technical consulting.
Guide clients on regulatory compliance, including data privacy, security standards, and best practices for contact centers.
Assist in the preparation of client proposals, presentations, and statements of work (SoWs).
Serve as the go-to expert for complex integrations, including SIP trunking, Session Border Controllers (SBC), and voice gateway technologies.
Ensure customer satisfaction by maintaining a hands-on approach in both the design and execution phases.
Stay updated on the latest industry trends, platform updates, and regulatory requirements.
Required Technical Skills & Expertise:
Contact Center Technologies: Hands-on expertise in designing and implementing solutions using Cisco Contact Center, Genesys PureCloud, Enghouse, Nice inContact, and Avaya Contact Center platforms.
Voice and SIP Technology: Strong knowledge of SIP trunks, Session Border Controllers (SBCs), and voice gateway technologies for seamless voice integration across multiple environments.
Cloud & On-prem Solutions: Experience in designing both cloud-based and hybrid contact center architectures, ensuring scalability, security, and performance.
Architecture Design: Proven ability to design highly available, scalable, and cost-effective contact center architectures.
Regulatory Compliance: Understanding of contact center-related regulatory compliance (e.g., GDPR, PCI-DSS) and the ability to design solutions that meet industry standards.
Integration & Customization: Experience with APIs, third-party integrations, and customizing platforms to suit specific customer needs.Cost Optimization: Ability to design solutions that balance performance, scalability, and cost-effectiveness, while meeting the customers objectives.
Documentation: Proficiency in creating clear and comprehensive documentation including technical specifications, Bill of Materials (BoM), and architecture diagrams.
Collaboration Tools: Knowledge of collaboration tools and technologies such as Microsoft Teams, Zoom, and their integrations with contact center platforms.
Soft Skills:
Client-Facing: Strong communication and interpersonal skills, with the ability to lead and influence customers during solution design discussions.
Leadership: Ability to lead technical teams and collaborate with sales, product management, and customer support teams to deliver end-to-end solutions.
Problem-Solving: Analytical and creative thinking to address complex challenges and provide effective, innovative solutions.Customer-Centric: Ability to understand customer needs and translate them into effective technical solutions.
Project Management: Experience in managing solution design phases, working with project teams to meet deadlines, budgets, and milestones.
Required Experience & Qualifications:
Experience: 10-15 years of hands-on experience in designing, implementing, and supporting contact center technologies.
Education: Bachelors degree in Computer Science, Engineering, or a related technical field. Additional certifications in contact center technologies (e.g., Cisco, Genesys, Avaya) are preferred.
Customer-Facing Role: Previous experience in a client-facing consulting or architect role, with a demonstrated ability to interact with senior stakeholders.
Platform-Specific Expertise: Deep knowledge and hands-on experience with one or more of the following platforms:
Cisco Contact Center (UCCX, UCCE, WebEx Contact Center)
Genesys PureCloud
Enghouse Contact Center
Nice inContact
Avaya Contact Center Solutions
Additional Qualifications (Nice to Have):
Experience with OEM based BoQ / tools and methodologies for automation in contact center environments.
Knowledge of AI and automation technologies in contact centers, such as chatbots, IVR, and predictive analytics.
Exposure to multi-channel and omnichannel contact center solutions, including email, chat, social media, and voice.