Solutions Architect (Contact Center Ecosystems)

Miratech; Ontario; Remote; CAD 130,000 - 140,000; Full time

Job summary

A leading IT services and consulting company is seeking a Solutions Architect focused on enhancing customer experience through cutting-edge CX platforms. The role involves creating solution proposals and collaborating with sales to understand client needs, ensuring technical excellence in project execution and contributing to business growth.

Benefits

Competitive Pay and Benefits

Work From Anywhere Culture

Growth Mindset and Professional Development

Multicultural Environment

Social Sustainability Values

Qualifications

• 10+ years of experience in CX ecosystems.
• 3+ years hands-on with Amazon Connect.
• 5+ years in at least 2 CCaaS products like Genesys or NICE.

Responsibilities

• Develop comprehensive solution proposals for enterprise clients.
• Gather business requirements and create tailored technical solutions.
• Prepare detailed cost estimates for professional services.

Skills

CX/Contact Center ecosystems

Amazon Connect Contact Center Solutions

CRM

Speech Analytics

Omni-Channel CX

AI/BOT technologies

Presentation skills

Time Management

Job description

Solutions Architect (Contact Center Ecosystems)

Solutions Architect (Contact Center Ecosystems)

3 days ago Be among the first 25 applicants

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

As a Solutions Architect, you will need expertise in CX platforms (e.g., Genesys, Google, Five9, TalkDesk, Amazon, NICE) across various applications such as inbound, outbound, WFM, and other integrated technologies within the CX space (CRM, speech analytics, omni-channel CX). The purpose of the role is to contribute to business growth by partnering with the Sales organization in engaging with potential clients to understand their requirements and to build Solution Proposals to meet their needs. This includes experience in deployment, integration, configuration, customization, as well as working with private, hybrid, and public cloud environments. Additionally, you should demonstrate a willingness to enhance your technical presales skills across diverse solution areas and delivery models, including team extension projects and scope-based engagements.

Responsibilities:

• Identify and articulate the value proposition for enterprise clients by developing comprehensive solution proposals and statements of work.
• Analyze and gather business requirements from large, complex client environments; conduct research to create accurate, tailored technical solutions that align with client needs.
• Prepare detailed effort and cost estimates for professional services, including deployment, migration, implementation, and workshops.
• Develop end-to-end solutions, including high-level design, statements of work, and service design documentation to ensure successful project execution.
• Stay current with industry trends and advancements in major CCaaS/UCaaS platforms to ensure solutions remain cutting-edge and relevant.
• Drive cross-functional excellence by enhancing sales engineering effectiveness through strategic insights and solution recommendations, supporting Marketing and Delivery teams with technical knowledge transfer.
• Perform other duties as may be required consistent with the purpose of the role.
  
  

Qualifications

• 10+ years of experience selling products and services within CX/Contact Center ecosystems.
• 3+ years of hands-on experience with Amazon Connect Contact Center Solutions.
• 5+ years of professional services experience with at least 2 of the following CCaaS products. (Genesys, Amazon, Five9, Google, NICE, TalkDesk).
• 2+ years of experience with cloud platforms such as GCP and AWS, including AI/ BOT technologies.
• Proven expertise across multiple CX applications (Inbound, Outbound, WFM) and integrated technologies (CRM, Speech Analytics, Omni-Channel CX).
• Excellent presentation and communication skills for engaging both internal teams and clients effectively.
• Highly organized with strong time management skills, a self-starter attitude, and the ability to thrive in fast-paced environments.
  
  

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
• Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.
  
  

Additional Information

All your information will be kept confidential according to EEO guidelines.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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