Jobs → Customer Support → Solution Architect – Contact Center

About the Role We are looking for an experienced Solution Architect – Contact Center to lead enterprise-scale cloud contact center transformation initiatives. Key Responsibilities • Lead end-to-end architecture for cloud contact center implementations, modernization, and migrations. • Design IVR, ACD, CTI, omnichannel routing, and digital customer engagement solutions. • Architect integrations with Salesforce Service Cloud, including agent desktop, screen pops, and case management. • Implement AI-enabled capabilities such as virtual agents, intelligent routing, agent assist, transcription, and call summarization. • Define integrations using AWS Lambda, Amazon Lex, Amazon Bedrock, API Gateway, REST APIs, and event-driven services. • Lead architecture design, technical estimations, migration planning, testing, and production deployment. • Ensure scalability, security, high availability, disaster recovery, and performance. Requirements • Proven ownership of end-to-end contact center solution architecture. • Strong architectural expertise in NICE CXone or Amazon Connect; experience with both is preferred. • Hands-on experience integrating Salesforce Service Cloud / CTI with contact center platforms. • At least 2 production contact center implementations or migrations. • Strong client-facing communication, solution design, estimation, and technical leadership skills. • Experience with AI-driven customer service solutions is an advantage.