Contact Center Solution Architect

Capgemini; Gurugram District; On-site; INR 2,000,000 - 3,600,000; Full time

Job summary

Capgemini in Gurugram is seeking a senior Cisco CCaaS Architect/Lead to own the contact center transformation lifecycle end-to-end. You will presales, shape opportunities, design CCaaS architecture, and drive migration programs across multi‑vendor environments.

Lead governance, orchestration across CRM/WFM/telephony, and deliver AI-led, self‑service experiences while mentoring teams and building accelerators and playbooks.

Qualifications

• Experience as Cisco Contact Centre Solution Architect/Lead with strong solution architecture, implementation and troubleshooting capability.
• Pro‑sales/proposal experience is a plus and beneficial for shaping opportunities.
• Ability to lead end‑to‑end CCaaS transformation programs across multi‑vendor environments.

Responsibilities

• Lead presales engagements—RFP/RFI responses, CX solution architecture, effort estimation and commercial shaping.
• Own end‑to‑end solution design across omnichannel routing, IVR/conversational AI, WFM, QA, and CRM integration.
• Define AI‑led roadmap for contact centers with conversational AI and self‑service automation.
• Drive large brownfield CC modernization and migrations with minimal disruption across multi‑vendor ecosystems.
• Own integration strategy across CRM, WFM, telephony; manage data migration and cutover plans.
• Govern multi-year transformation programs with scope, schedule, risk, quality and financials.

Skills

Solution architecture

Delivery leadership

Pre-sales

Programme governance

Stakeholder management

Tools

Genesys Cloud

PureConnect

NICE CXone

Amazon Connect

Cisco Contact Center (CCE/Webex CC)

Five9

Avaya

Dialogflow

Amazon Lex

Salesforce Service Cloud

ServiceNow CSM

Microsoft Dynamics 365

NICE WFM

Verint

Calabrio

Power BI

Tableau

MS Project

Jira

Confluence

Job description

Job Summary

Owns the contact center transformation lifecycle end-to-end - presales and opportunity shaping, greenfield CCaaS architecture, brownfield/legacy platform migration, and program governance through steady-state delivery for large multi-industry engagements, with a roadmap toward AI-led, self-service customer experience.

Key Responsibilities

• Lead presales engagements - RFP/RFI response, CX solution architecture, effort estimation and commercial shaping - and present win themes to executive level stakeholders.
• Own end-to-end solution design across omnichannel routing, IVR/conversational AI, workforce management, quality management and CRM integration.
• Define the roadmap toward AI-led contact centers - conversational AI/virtual agents, agent-assist, real-time analytics and self-service automation.
• Lead large-scale brownfield contact center modernization and legacy PBX/ACD-to-cloud migrations with minimal service disruption across multi-vendor environments.
• Own integration strategy across CRM, WFM and telephony platforms, including data migration and cutover/rollback planning.
• Own delivery governance for multi-year, multi-workstream transformation programs - scope, schedule, risk, quality and financials.
• Act as single technical point of accountability across design, build, test and operate phases, coordinating L1/L2/L3 delivery teams.
• Establish and track program KPIs/SLAs (AHT, CSAT, FCR), steering committee reporting and executive dashboards.
• Mentor solution/delivery leads and build reusable accelerators, frameworks and playbooks across engagements.

Technical Skills Tools

• CCaaS Platforms
  • Genesys Cloud/PureConnect, NICE CXone, Amazon Connect, Cisco Contact Center (CCE/Webex CC), Five9, Avaya
• Conversational AI / IVR
  • Google Dialogflow, Amazon Lex, Genesys/NICE Bots, Nuance
• CRM Integration
  • Salesforce Service Cloud, ServiceNow CSM, Microsoft Dynamics 365
• Workforce / Quality Management
  • NICE WFM, Verint, Calabrio
• Analytics Reporting
  • Power BI, Tableau, native CCaaS analytics
• Program Delivery
  • Agile/Scrum, SAFe, MS Project, Jira, Confluence, PMP/Prince2 practices

Primary Skills

Cisco Contact Centre Solution Architect/Lead, Cisco Contact Centre, UCCE/UCCX, CVP, UCM;

WebEx is optional

• Candidates should have strong solution architecture, implementation, troubleshooting, and leadership experience. Pre-sales/proposal experience is good to have.