Solution Architect – CCaaS

About the role

As a CCaaS Solution Architect you will lead the transformation of contact‑center operations, aligning technology strategies with business objectives. You will design and deliver cloud‑based, omnichannel, AI‑enhanced customer experiences while guiding large‑scale migration programs.

Key responsibilities

• Lead end‑to‑end delivery of complex CCaaS transformation programs, from strategy and architecture through implementation and optimization.
• Engage with senior stakeholders, partners and cross‑functional teams to define migration strategies, rollout plans and transition roadmaps.
• Design integrated omnichannel solutions across voice, chat, email, messaging and emerging digital channels.
• Drive Agile delivery, including planning, estimation, risk management and dependency tracking.
• Guide distributed teams through architecture, build, testing, deployment and stabilization phases.
• Translate business objectives into epics, user stories, solution designs and implementation plans.
• Collaborate with experience and design teams to create cohesive end‑to‑end customer journeys.
• Contribute to reusable assets, solution innovation and business development initiatives.

Required profile

• Senior‑level experience leading large‑scale CCaaS migration and modernization initiatives.
• Proven ability to build trusted relationships with senior executives and cross‑functional delivery teams.
• Strong background in Agile delivery and program governance.
• Excellent communication skills for executive‑level presentations and stakeholder management.

Required skills

• Hands‑on expertise with NICE CXone platform.