Senior CCaaS Architect & AI Solutions Leader

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

Benefits offered by this job

Paid time off

Holidays

Personal days

Health insurance

401(k) retirement plan

Job summary

Capgemini is seeking an experienced Contact Center Solutions Architect to lead the design and modernization of enterprise CCaaS platforms in a global setting. The role blends CCaaS architecture, AI-driven customer experiences, and pre-sales leadership to drive business outcomes through modern engagement technologies.

The candidate will guide end-to-end CCaaS implementations, oversee discovery workshops, GTM efforts, and collaborate with sales and delivery teams to ensure client success in a

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.

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.
• Develop solutions on platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, and Microsoft Dynamics 365 Contact Center.
• 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 platforms

IT experience

ACD/IVR/SIP

REST/SOAP APIs

AWS/Azure cloud

GenAI/Conversational AI

Security/compliance

leadership/pre-sales

Job description

Capgemini is seeking an experienced Contact Center Solutions Architect to lead the design and modernization of enterprise CCaaS platforms in a global setting. The role blends CCaaS architecture, AI-driven customer experiences, and pre-sales leadership to drive business outcomes through modern engagement technologies.

The candidate will guide end-to-end CCaaS implementations, oversee discovery workshops, GTM efforts, and collaborate with sales and delivery teams to ensure client success in a