Global Cloud Contact Center Architect

Alloy Enterprises; Cork; On-site; EUR 90,000 - 130,000; Full time

Job summary

Johnson Controls in Cork, Ireland seeks a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You will design scalable, secure CCaaS solutions across voice, digital, and AI-driven channels, collaborating with business leaders, engineers, and vendors.

You will own end-to-end architecture, lead reviews, translate business needs into practical solutions, and work with engineering, infrastructure, and partners to deliver outcomes.

Qualifications

• Proven track record in contact center solution architecture, platform design, and supporting enterprise contact center environments in multiple regions.
• Hands-on experience with cloud contact center platforms (NICE – our current platform, Amazon Connect, Genesys Cloud).
• Strong understanding of IVR (interactive voice response), ACD (automatic call distribution), VoIP, Omnichannel routing, and unified communications.
• Experience with APIs, SIP, and integrations.
• Familiarity with reporting, analytics, and workforce management tools.

Responsibilities

• Design and own end-to-end architecture for our cloud contact center platform (CCaaS).
• Ensure solutions are scalable, secure, and aligned with business goals.
• Lead architecture reviews and guide technical decision-making.
• Translate business needs into practical, scalable solutions.
• Partner with engineering, infrastructure, and vendors to deliver outcomes.
• Support implementation planning and continuous improvements.
• Evaluate new technologies (AI, automation, analytics, digital channels).
• Identify opportunities to enhance customer and agent experience.
• Contribute to the long-term roadmap and modernization strategy.
• Act as a trusted advisor to stakeholders.
• Proactively identify risks and recommend solutions.
• Influence the future direction of the contact center ecosystem.

Skills

Contact center architecture

Platform design

Multi-region environments

cloud CCaaS platforms

IVR

ACD

VoIP

Omnichannel routing

UC (Unified Communications)

APIs

SIP

Reporting & analytics

Workforce management tools

Education

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field

Tools

NICE

Amazon Connect

Genesys Cloud

Job description

Johnson Controls in Cork, Ireland seeks a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You will design scalable, secure CCaaS solutions across voice, digital, and AI-driven channels, collaborating with business leaders, engineers, and vendors.

You will own end-to-end architecture, lead reviews, translate business needs into practical solutions, and work with engineering, infrastructure, and partners to deliver outcomes.