- Company Name
- CGI
- Job Title
- Solution Architect - CCaaS
- Job Description
-
Job Title: Solution Architect – CCaaS
Role Summary:
Design end‑to‑end technical solutions for Contact Center as a Service (CCaaS) and telephony environments. Translate business needs into scalable, secure architectures, create integration patterns with enterprise systems, and guide implementation, testing, and governance.
Expectations:
1. Deliver comprehensive solution designs that align with enterprise architecture and business objectives.
2. Lead collaboration across project teams, vendors, and infrastructure stakeholders to ensure design feasibility and performance.
3. Maintain architectural artifacts, ensure compliance, and recommend emerging best practices.
Key Responsibilities:
- Design and document Contact Center and telephony solutions (CCaaS, IVR, CTI, ACD, SBCs, SIP trunking).
- Define integration patterns between platforms (Genesys Cloud, Amazon Connect, NICE CXone, Cisco, Avaya) and systems (CRM, middleware, workforce management).
- Create call flow designs, IVR scripts, routing strategies, and interaction models.
- Ensure scalability, reliability, security, and compliance (PCI, PIPEDA, GDPR).
- Translate business requirements into detailed technical specifications.
- Collaborate with project managers, business analysts, developers, network teams, and vendors.
- Support proof‑of‑concepts, pilots, and rollout of new solutions.
- Contribute to governance processes, architectural reviews, and documentation upkeep.
Required Skills:
- 5–8 years in solution design, system integration, or architecture within contact center/telephony environments.
- Deep knowledge of CCaaS and on‑prem platforms (Genesys, Amazon Connect, Avaya, Cisco, NICE CXone).
- Proficiency with SIP, VoIP, SBCs, CTI, IVR, ACD, call routing, and VoIP infrastructure.
- Experience with APIs, web services, and middleware integration.
- Familiarity with cloud platforms (AWS, Azure, GCP).
- CRM integration experience (Salesforce, MS Dynamics, ServiceNow).
- Call flow design tools (Visio, Lucidchart).
- Strong analytical, problem‑solving, communication, and presentation skills.
- Ability to manage multiple priorities and work cross‑functionally.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- Certifications: CCaaS platform (Genesys Cloud Architect, Amazon Connect Practitioner) preferred; ITIL, TOGAF, or comparable architecture framework certifications preferred.
**End of profile**