Senior CCaaS & CRM Architect for AI-Driven Engagement

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

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.