Systems Solutions Architect
Thecentermemphis, Memphis, TN, United States
Key Responsibilities
Platform Strategy and Roadmap
Develop and execute the
CCaaS platform roadmap , ensuring alignment with business goals, customer needs, and technology strategy.
Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies.
Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies.
Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements.
Solution Architecture, Development & Operations
Oversee the
architecture, design, development, implementation, and ongoing maintenance
of the CCaaS platform.
Ensure solutions meet enterprise standards for
reliability, scalability, security, and performance .
Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues.
Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms (e.g.,
Salesforce, Microsoft Dynamics ) and other third‑party applications.
Ensure best practices in IVA design, datastores, call flows, routing strategies, and omnichannel customer journeys.
Lead Agile delivery practices, including sprint planning, stand‑ups, reviews, and retrospectives, to ensure timely and high‑quality delivery.
Vendor and Stakeholder Management
Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards.
Act as a key liaison between development teams, architects, operations, and internal business stakeholders.
Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones.
Support governance, technical decision‑making, and long‑term platform planning activities.
Qualifications
Education
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
Experience
4–6 years of experience in information technology or engineering environments.
Proven experience with
Contact Center as a Service (CCaaS)
platforms such as
Genesys Cloud, NICE CXone, Amazon Connect, or Five9 .
Strong background in telephony and network infrastructure, including
SIP, VoIP, call routing , and contact center architecture.
Experience integrating CRM platforms and enterprise systems with contact center solutions.
Working experience with implementing , creating , designing IVA solutions
Working experience with work force management ( verient)
Skills and Technical Competencies
Strong leadership and people‑management skills with the ability to motivate and develop technical teams.
Excellent communication, interpersonal, and stakeholder‑management skills.
Proficiency in
Agile development methodologies .
Deep understanding of
IVR design, call flows, and omnichannel communication strategies .
Broad architectural knowledge covering cloud, hybrid, and enterprise environments.
Familiarity with
Workforce Management (WFM), Quality Management (QM), and contact center analytics
is an advantage.
Strong analytical, problem‑solving, and decision‑making capabilities.
Key Attributes
Strategic thinker with strong execution focus.
Customer‑centric mindset with a passion for improving customer experience.
Results‑driven, accountable, and comfortable operating in complex enterprise environments.
Collaborative leader who influences across business and technology teams.
Cisco Certified Internetwork Expert (CCIE) - Computer/Information Technology
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Platform Strategy and Roadmap
Develop and execute the
CCaaS platform roadmap , ensuring alignment with business goals, customer needs, and technology strategy.
Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies.
Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies.
Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements.
Solution Architecture, Development & Operations
Oversee the
architecture, design, development, implementation, and ongoing maintenance
of the CCaaS platform.
Ensure solutions meet enterprise standards for
reliability, scalability, security, and performance .
Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues.
Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms (e.g.,
Salesforce, Microsoft Dynamics ) and other third‑party applications.
Ensure best practices in IVA design, datastores, call flows, routing strategies, and omnichannel customer journeys.
Lead Agile delivery practices, including sprint planning, stand‑ups, reviews, and retrospectives, to ensure timely and high‑quality delivery.
Vendor and Stakeholder Management
Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards.
Act as a key liaison between development teams, architects, operations, and internal business stakeholders.
Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones.
Support governance, technical decision‑making, and long‑term platform planning activities.
Qualifications
Education
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
Experience
4–6 years of experience in information technology or engineering environments.
Proven experience with
Contact Center as a Service (CCaaS)
platforms such as
Genesys Cloud, NICE CXone, Amazon Connect, or Five9 .
Strong background in telephony and network infrastructure, including
SIP, VoIP, call routing , and contact center architecture.
Experience integrating CRM platforms and enterprise systems with contact center solutions.
Working experience with implementing , creating , designing IVA solutions
Working experience with work force management ( verient)
Skills and Technical Competencies
Strong leadership and people‑management skills with the ability to motivate and develop technical teams.
Excellent communication, interpersonal, and stakeholder‑management skills.
Proficiency in
Agile development methodologies .
Deep understanding of
IVR design, call flows, and omnichannel communication strategies .
Broad architectural knowledge covering cloud, hybrid, and enterprise environments.
Familiarity with
Workforce Management (WFM), Quality Management (QM), and contact center analytics
is an advantage.
Strong analytical, problem‑solving, and decision‑making capabilities.
Key Attributes
Strategic thinker with strong execution focus.
Customer‑centric mindset with a passion for improving customer experience.
Results‑driven, accountable, and comfortable operating in complex enterprise environments.
Collaborative leader who influences across business and technology teams.
Cisco Certified Internetwork Expert (CCIE) - Computer/Information Technology
#J-18808-Ljbffr