Senior CCaaS Architect AI-Powered Modernization

Capgemini; Atlanta (GA); On-site; USD 161,000 - 201,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, and vision coverage

Retirement savings plans (401(k))

Life and disability insurance

Employee assistance programs

Job summary

Capgemini seeks an experienced Contact Center Solutions Architect to lead design, modernization, and transformation of enterprise CCaaS platforms. You will drive AI-powered customer experiences and pre-sales GTM initiatives.

The role requires deep CCaaS expertise, strong security/compliance knowledge, and excellent stakeholder communication to deliver measurable business outcomes for global clients.

Qualifications

• 15+ years of IT experience with 7+ years as a Contact Center or Solution Architect.
• Hands-on experience with one or more leading CCaaS platforms.
• Strong expertise in ACD, IVR, CTI, SIP/VoIP, PSTN, SBCs, omnichannel routing, WFM, quality management, and analytics.
• Experience with REST/SOAP APIs, CRM integrations, middleware, and AWS and/or Azure cloud platforms.
• Experience with conversational AI, virtual agents, Agent Assist, speech technologies, and GenAI solutions.
• Strong knowledge of security, privacy, compliance, and resiliency frameworks including PCI DSS, GDPR, HIPAA, and SOC 2.
• Proven experience leading large-scale contact center modernization and migration programs.
• Excellent communication, stakeholder management, architecture documentation, and presentation skills.

Responsibilities

• Architect end-to-end CCaaS solutions across voice, IVR, omnichannel, routing, workforce engagement, recording, reporting, and analytics.
• Design and lead modernization strategies from legacy contact centers to cloud and hybrid platforms.
• Design telephony and integration architectures involving SIP/VoIP, PSTN, SBCs, CRM, identity, workforce, and data platforms.
• Architect AI-powered capabilities including virtual agents, Agent Assist/Copilot, speech analytics, transcription, summarization, RAG, and GenAI solutions.
• Lead discovery workshops, architecture reviews, POCs, governance activities, and technical solutioning.
• Support pre-sales activities including RFP/RFI responses, proposals, estimates, executive presentations, and GTM initiatives.
• Collaborate with sales, alliance, and delivery teams to shape opportunities and drive successful client outcomes.

Skills

CCaaS architecture

AI-powered CX

Pre-sales leadership

Architecture documentation

Stakeholder management

Tools

Genesys Cloud CX

Amazon Connect

NICE CXone

Five9

Cisco Webex Contact Center

Job description

Capgemini seeks an experienced Contact Center Solutions Architect to lead design, modernization, and transformation of enterprise CCaaS platforms. You will drive AI-powered customer experiences and pre-sales GTM initiatives.

The role requires deep CCaaS expertise, strong security/compliance knowledge, and excellent stakeholder communication to deliver measurable business outcomes for global clients.