Senior AI-Driven CCaaS Solution Architect

ITCON Services

United States

On-site

USD 150,000 - 230,000

Full time

10 days ago

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

ITCON Services seeks an experienced Lead Solution Architect to lead the design and delivery of a secure, scalable, AI-powered contact center solution supporting government services. You will define end-to-end architecture for an integrated customer engagement platform spanning voice, web chat, self-service, automation, analytics, reporting, and government-system integrations.

The ideal candidate brings deep enterprise architecture expertise, cloud proficiency, CCaaS experience, and a track

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent experience.
Minimum 10 years of enterprise solution architecture experience.
Demonstrated experience designing large-scale, high-availability, mission-critical systems.
Strong expertise with CCaaS platforms, Voice and telephony technologies, IVR solutions, Web chat and omnichannel platforms, CRM systems, API architecture and enterprise integration, AI and automation technologies, Cloud platforms and cloud-native architectures.
Experience designing complex integrations across enterprise applications.
Strong understanding of security, resiliency, scalability, and performance engineering principles.
Exceptional communication, leadership, and stakeholder management skills.

Responsibilities

Own the overall solution architecture for a modern Contact Center as a Service (CCaaS) environment.
Architect integrated solutions across voice, chat, IVR, CRM, AI, automation, APIs, analytics, reporting, and data platforms.
Design highly scalable and resilient architectures capable of handling peak transaction volumes.
Develop a unified omnichannel customer experience integrating self-service automation with live agent interactions.
Define system interfaces, data flows, integration patterns, environments, and technical dependencies.
Collaborate with stakeholders, implementation teams, and technology vendors to ensure architectural alignment and successful delivery.
Establish architecture standards, technical roadmaps, and solution governance processes.
Support performance testing, security validation, failover testing, disaster recovery planning, and operational readiness activities.
Create and maintain architecture diagrams, technical documentation, and solution baselines.
Provide technical leadership and guidance throughout the system development lifecycle.