Solution Architect – Contact Centre & CX Technology

🚨 WE ARE HIRING – SOLUTION ARCHITECT | CONTACT CENTRE & CX TECHNOLOGY 🚨
📍 Location: Charlotte, NC (Onsite)
💼 Role: Solution Architect – Contact Centre & CX Technology
🛂 Visa: H1B Only
We are looking for an experienced Solution Architect with strong expertise in CCaaS, Conversational AI, and enterprise contact center transformation.
🔹 Key Responsibilities:
Design and architect enterprise-scale CCaaS and omnichannel contact center solutions.
Lead migration from legacy platforms such as Genesys Engage, Cisco UCCE, and Avaya to cloud-based platforms.
Integrate Conversational AI, Virtual Agents, Agent Assist, and LLM-based intent routing.
Design IVR, CTI, SIP/VoIP, routing, self-service, and omnichannel customer experiences.
Drive platform roadmaps, architecture reviews, business cases, and ROI initiatives.
Lead cross-functional, multi-geography engineering and delivery teams.
Manage executive stakeholder engagement, RFPs, SOWs, and vendor relationships.
🔹 Mandatory Technical Skills:
Google CES / CCAI, Genesys Cloud CX, NICE CXone, or Amazon Connect.
Conversational AI, Virtual Agents, Agent Assist, LLM Integration.
Genesys Engage / Cisco UCCE / Avaya.
IVR, CTI, SIP/VoIP, and Carrier Routing.
GCP / AWS, SQL / Oracle, CI/CD.
CRM and Salesforce integrations.
SAFe Agile / Waterfall delivery experience.
🔹 Good to Have:
TOGAF / Enterprise Architecture.
Celonis / Process Mining.
Google Cloud, Genesys, NICE, Amazon Connect certifications.
Workforce Management and Interaction Analytics.
Multi-region contact center architecture.
📩 Interested candidates: Please share your updated resume.

📌 Important: Charlotte, NC – Onsite | H1B Only
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