Contact Center Transformation Solution Architect

Jobtailor; Gurugram District; On-site; INR 2,000,000 - 3,500,000; Full time

Job summary

Jobtailor is seeking an experienced lead for end-to-end contact center transformation in Gurugram, India. The role focuses on presales, solution architecture, and modernizing contact center stacks with CCaaS, IVR, AI, and CRM integrations.

You will drive multi-year programs, mentor teams, and coordinate cross-functional delivery across design, build, test, and operate phases, while ensuring KPIs and executive reporting are in place.

Qualifications

• 12 to 16 years of experience in contact center transformation.
• Strong solution architecture, implementation, troubleshooting, and leadership experience.
• Experience with CCaaS architecture, omnichannel routing, IVR/conversational AI, workforce management, quality management, CRM integration.
• Experience with platforms and tools including Genesys Cloud, NICE CXone, Amazon Connect, Cisco Contact Center, Five9, Avaya, Dialogflow, Amazon Lex, Salesforce Service Cloud, ServiceNow CSM, Microsoft Dynamics 365, NICE WFM, Verint, Calabrio, Power BI, Tableau, MS Project, Jira, Confluence.
• Certifications such as PMP or Prince2 are desirable.

Responsibilities

• Own the contact center transformation lifecycle end-to-end, from presales to steady-state delivery.
• Lead RFP/RFI responses, CX solution architecture, effort estimation, and executive presentations.
• Design solutions across omnichannel routing, IVR/conversational AI, workforce management, quality management, and CRM integration.
• Architect greenfield CCaaS stacks, including vendor/tool selection and reference architecture creation.
• Define roadmaps toward AI-led contact centers, including conversational AI and self-service automation.
• Lead brownfield modernization and multi-vendor migrations across complex environments.
• Own CRM, WFM, and telephony integration strategy and data migration planning.
• Govern multi-year transformation programs with scope, schedule, risk, quality, and financials.
• Coordinate delivery teams across design, build, test, and operate phases.
• Establish and track program KPIs/SLAs, steering committee reporting, and executive dashboards.
• Mentor solution/delivery leads and develop reusable accelerators and playbooks.

Skills

Solution Architecture

Implementation

Troubleshooting

Leadership

Mentoring

Presales/Proposals

Tools

Cisco Contact Centre

Genesys Cloud

Amazon Connect

Salesforce Service Cloud

Microsoft Dynamics 365

Power BI

Tableau

MS Project

Jira

Confluence

Job description

• Own the contact center transformation lifecycle end-to-end, from presales and opportunity shaping through steady-state delivery
• Lead RFP/RFI responses, CX solution architecture, effort estimation, commercial shaping, and executive-level presentations
• Design solutions across omnichannel routing, IVR/conversational AI, workforce management, quality management, and CRM integration
• Architect greenfield CCaaS stacks, including vendor/tool selection and reference architecture creation
• Define roadmaps toward AI-led contact centers, including conversational AI, virtual agents, agent‑assist, real‑time analytics, and self‑service automation
• Lead brownfield contact center modernization and legacy PBX/ACD-to-cloud migrations across multi‑vendor environments
• Own CRM, WFM, and telephony integration strategy, including data migration and cutover/rollback planning
• Govern multi‑year, multi‑workstream transformation programs covering scope, schedule, risk, quality, and financials
• Coordinate L1/L2/L3 delivery teams across design, build, test, and operate phases
• Establish and track program KPIs/SLAs, steering committee reporting, and executive dashboards
• Mentor solution/delivery leads and build reusable accelerators, frameworks, and playbooks

Requirements

• 12 to 16 years of experience
• Strong solution architecture, implementation, troubleshooting, and leadership experience
• Experience with Cisco Contact Centre, UCCE/UCCX, CVP, and UCM
• Experience with contact center transformation, CCaaS architecture, omnichannel routing, IVR/conversational AI, workforce management, quality management, CRM integration, legacy platform migration, and program governance
• Experience with relevant platforms and tools including Genesys Cloud/PureConnect, NICE CXone, Amazon Connect, Cisco Contact Center, Five9, Avaya, Dialogflow, Amazon Lex, Salesforce Service Cloud, ServiceNow CSM, Microsoft Dynamics 365, NICE WFM, Verint, Calabrio, Power BI, Tableau, MS Project, Jira, and Confluence
• Experience with Agile/Scrum, SAFe, and PMP/Prince2 practices
• Pre-sales/proposal experience is good to have
• WebEx is optional

Core Competencies

Demonstrates extensive experience in contact center transformation, including solution architecture, omnichannel routing, and AI-led initiatives. Proven ability to lead complex programs, mentor teams, and govern multi-workstream projects effectively.

Highest-signal resume keywords

• Contact Center Transformation
• Solution Architecture
• Omnichannel Routing
• CCaaS Architecture
• Program Governance

Hard Skills

• Solution Architecture
• Implementation
• Troubleshooting
• Legacy Platform Migration
• Program Governance

Soft Skills

• Leadership
• Mentoring

Certifications & Qualifications

• PMP
• Prince2

Industry Keywords

• CX Solution Architecture
• IVR
• Conversational AI
• Workforce Management
• Quality Management

Tools & Technologies

• Cisco Contact Centre
• Genesys Cloud
• Amazon Connect
• Salesforce Service Cloud
• Microsoft Dynamics 365
• Power BI
• Tableau
• MS Project
• Jira
• Confluence