The role involves leading the design and architecture of Contact Centre as a Service (CCaaS) solutions to ensure alignment with business and technical objectives. The practitioner collaborates with cross-functional teams to gather requirements and develop comprehensive solution blueprints and integration plans. Responsibilities include evaluating and selecting appropriate platforms, providing technical guidance to development teams, and ensuring the scalability, reliability, and security of implemented solutions. The role also focuses on integrating AI technologies to enhance customer interactions, agent productivity, and operational efficiency. Additionally, the architect conducts regular reviews to identify areas for optimization and stays informed on industry trends to recommend innovative improvements.

Candidates must possess a Bachelor's degree in Computer Science, Information Technology, or a related field. The role requires proven experience as a Solutions Architect with a specific focus on CCaaS solutions and cloud computing principles. Applicants should demonstrate expertise in designing multi-channel contact center solutions and possess strong analytical, problem-solving, and communication skills. Preferred qualifications include experience with specific platforms such as Google CCAIP, Amazon Connect, or NICE inContact, as well as knowledge of CRM systems and agile methodologies.