Global Cloud CCaaS Solutions Architect

Alloy Enterprises; Las Rozas de Madrid; Híbrido; EUR 90.000 - 120.000; Jornada completa

Descripción de la vacante

Johnson Controls in Madrid is seeking a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You will design scalable, secure, and future-ready solutions across voice, digital, and AI-driven channels, collaborating with business leaders, engineers, and vendors to improve customer experience and operational performance.

You will own end-to-end architecture for our CCaaS platform, drive technical decisions, translate business needs into practical designs, and

Formación

• Proven track record in contact center solution architecture across multiple regions.
• Hands-on with cloud contact center platforms (NICE, Amazon Connect, Genesys Cloud).
• Strong understanding of IVR, ACD, VoIP, Omnichannel routing, UC.
• Experience with APIs, SIP, and system integrations.

Responsabilidades

• Design end-to-end architecture for cloud contact center platform (CCaaS).
• Ensure scalable, secure solutions aligned with business goals.
• Lead architecture reviews and guide technical decision-making.
• Translate business needs into practical scalable solutions.
• Collaborate with engineering, infrastructure, and vendors to deliver outcomes.
• Support implementation planning and continuous improvements.
• Evaluate new technologies to enhance customer/agent experience.

Conocimientos

cloud architecture

solution design

cross-region collaboration

IVR/VoIP knowledge

APIs & integrations

Educación

Bachelor's degree in CS/IT/Engineering

Herramientas

CCaaS platforms (NICE/Amazon Connect/Genesys)

Descripción del empleo

Johnson Controls in Madrid is seeking a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You will design scalable, secure, and future-ready solutions across voice, digital, and AI-driven channels, collaborating with business leaders, engineers, and vendors to improve customer experience and operational performance.

You will own end-to-end architecture for our CCaaS platform, drive technical decisions, translate business needs into practical designs, and