Enterprise Architect- CCaaS (Contact Center)

GAC Solutions; Orlando (FL); On-site; USD 120,000 - 150,000; Full time

Job summary

GAC Solutions located in Orlando, Florida, is looking for an experienced architect with over 10 years of expertise in solution and CRM architecture. The successful candidate will design complex customer engagement ecosystems and provide technical recommendations for various platforms.

This role involves working closely with business stakeholders, translating service needs into architectural options, and creating integration roadmaps. Strong knowledge of platforms like Salesforce and Genesys is essential, along with an understanding of service analytics.

Qualifications

• 10+ years of experience in architecture, solution architecture, CRM architecture, contact center architecture, or digital customer engagement architecture.
• Strong understanding of contact center platforms, CRM platforms, and service analytics.
• Ability to evaluate tradeoffs across multiple customer engagement technologies.

Skills

Architecture experience

CRM architecture

Digital customer engagement

Integration patterns

Data flows

Tools

Salesforce

Genesys

ServiceNow

Microsoft Dynamics

Amazon Connect

Job description

• 10+ years of experience in architecture, solution architecture, CRM architecture, contact center architecture, or digital customer engagement architecture.
• Experience designing complex customer engagement ecosystems across CRM, CCaaS, digital channels, data platforms, integrations, reporting, and AI.
• Strong understanding of contact center platforms, CRM platforms, case management, omnichannel routing, knowledge management, workforce operations, and service analytics.
• Experience with architecture decisioning across platforms rather than single-vendor implementation only.
• Ability to evaluate tradeoffs across Salesforce, Genesys, ServiceNow, Microsoft Dynamics, Amazon Connect, NICE, Google, custom middleware, or other customer engagement technologies.
• Strong knowledge of integration patterns, APIs, event-based architecture, data flows, identity, security, governance, and observability.
• Experience defining reference architectures, system-of-record maps, integration roadmaps, and technical recommendations for executive and delivery audiences.
• Ability to work with business stakeholders and translate non-technical service needs into clear architectural options.
• Experience supporting business case development, platform rationalization, or technology roadmap creation.
• Current-state technology and integration assessment.
• System-of-record and data flow map.
• CCaaS / CRM / AI architecture options and decision rationale.
• Reference architecture for prioritized AI CEC use cases.
• Agentic architecture model, including agent roles, tool calls, escalation points, and guardrails.
• Platform recommendation covering Salesforce, Genesys, and other viable solutions where relevant.
• Integration dependency and risk register.
• Technology roadmap and architecture inputs into the final business case.