Solution Architect

Netcom Business Contact Center S.A.; San Jose (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Netcom Business Contact Center S.A. is seeking a Solution Architect to translate customer needs into scalable AI solutions. You will design Generative AI, AI agents, and governance, and architect voice solutions integrated with CCaaS, IVR, and CRM.

The role requires strong architectural and consulting skills, with experience in pre-sales or advisory roles. You will collaborate with sales and delivery teams across a multinational environment.

Qualifications

• Bachelor's degree or higher in a technical field.
• Strong architecture and solutioning mindset.
• BPO / contact center experience is a plus.
• Experience in solution architecture, pre-sales or consulting.

Responsibilities

• Translate customer business needs into scalable AI solutions.
• Design Generative AI, AI agents, and governance frameworks.
• Architect AI-enabled voice solutions integrated with CCaaS and telephony.
• Define integrations with CRM, ERP, data pipelines and APIs.
• Lead solution discussions, craft proposals, and collaborate with sales/delivery teams.
• Support opportunities across North America and Latin America.

Skills

Technical architecture

Solution design

Pre-sales experience

Consulting

Education

Bachelor's degree in Computer Science or related field

Tools

CRM systems

CCaaS

IVR

APIs

Cloud platforms

Job description

Key Responsibilities

• Solution Design & Architecture: Translate customer business needs into scalable, secure and commercially viable AI Solutions
• Generative AI & AI Agents: Design solutions using LLMs, RAG, AI agents, prompt engineering and governance frameworks
• Voice AI & Contact Center: Architect AI-enabled voice solutions integrating with CCaaS, telephony, IVR, STT/TTS, dialers, CRM and human escalation.
• Enterprise Integrations: Define and document integrations with CRM, core systems, ERP, payment platforms, data pipelines and APIs.
• Pre-Sales & Customer Advisory: Lead solution discussions, create proposals and work closely with sales and delivery teams.
• Regional & Global Impact: Support strategic opportunities and customers across North America and Latin America.

What we're looking for

• Bachelor's degree in Computer Science, Information Systems, Engineering or a related field.
• Strong technical architecture skills and solutioning mindset.
• Prior BPO / contact center experience is an advantage.
• Relevant experience in solution architecture, pre-sales or consulting.

The ideal Candidate

• Deep understanding of AI, LLMs, voice AI, contact center technologies and cloud platforms.
• Excellent communication, presentation and consulting skills.
• Customer-focused, analytical and collaborative.
• Comfortable working in a fast-paced, multinational and cross-cultural environment.