Solution Architect Contact Center Transformation

Tata Consultancy Services; Edison (NJ); On-site; USD 136,500 - 210,800; Full time

Job summary

A leading global IT service provider in New Jersey is seeking a Solution Architect for Contact Center Transformation. This role involves leading the architecture for enterprise-scale solutions, defining migration roadmaps, and ensuring compliance. The ideal candidate will have extensive experience in CCaaS platforms and a solid grounding in security and compliance. This position offers a competitive salary and full-time employment.

Qualifications

• 10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs.
• Hands-on with IVA/Conversational AI, Agent Assist, and speech & text analytics.
• Solid grounding in security/compliance for CCaaS.

Responsibilities

• Lead solution development for Contact Center transformation.
• Define target-state architecture and migration roadmap.
• Ensure compliance and observability.

Skills

Expertise in Genesys Cloud CX

Conversational AI

Client-facing skills

Speech/text analytics

Education

Bachelor of Computer Science

Tools

Salesforce

Dynamics 365

NICE

Verint

Job description

Solution Architect Contact Center Transformation

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Job Description:

Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9). Architect omnichannel journeys, IVA/Conversational AI, Agent Assist/GenAI, WEM/WFO, CRM/ITSM integrations, and QoE/XLA analytics. Own platform selection, HLD/LLD, migration from Avaya/Cisco, security/BCP, and delivery to measurable outcomes (AHT, FCR, CSAT/NPS, deflection, cost-to-serve).

Roles And Responsibilities

• Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement.


• Design IVA/Conversational AI, Agent Assist, and analytics solutions.


• Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/SBC.


• Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR.


• Lead orals, solution governance, and vendor management.

Strategy & Architecture

• Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR).


• Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost).


• Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.

Design & Integration

• Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics.


• Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable.


• Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views.

Migration & Delivery

• Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot → scale roadmaps.


• Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS.


• Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning.

Governance & Outcomes

• Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve.


• Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).

Preferred Qualifications

• CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing).


• WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling.


• Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration.


• Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL.

Mandatory Skills

• Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9.


• IVA/Conversational AI, GenAI agent assist, and speech/text analytics.


• CRM/ITSM integration, WEM/WFO, and automation experience.


• Strong client-facing and orals leadership skills.

Required Qualifications

• 10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale.


• Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flex—incl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance).


• Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS.

Technical Skills

• Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9.


• IVA/Conversational AI, GenAI agent assist, and speech/text analytics.


• CRM/ITSM integration, WEM/WFO, and automation experience.


• Strong client-facing and orals leadership skills.

Desired Skills

• Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL.


• Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration.


• Executive presence; crisp storyteller for orals/steerco.


• Product thinking: MVP first, then scale with telemetry-driven improvements.


• Strong vendor management and cross-functional leadership.

Salary Range: $136,500-$210,800 a year

Qualifications: BACHELOR OF COMPUTER SCIENCE

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting