12 days ago
Base Salary
$161k - $201k/yr
Responsibilities
- Architect end-to-end CCaaS solutions across voice, IVR, omnichannel routing, workforce engagement, recording, reporting, and analytics.
- Lead modernization and migration strategies from legacy contact centers to cloud and hybrid platforms.
- Develop solutions using leading contact center platforms including Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, and Microsoft Dynamics 365 Contact Center.
- Design telephony, integration, CRM, identity, workforce, and data-platform architectures.
- Architect AI-powered capabilities such as virtual agents, Agent Assist/Copilot, speech analytics, transcription, summarization, RAG, and generative AI solutions.
- Lead discovery workshops, architecture reviews, proofs of concept, governance activities, and technical solutioning.
- Support pre-sales through RFP/RFI responses, proposals, estimates, executive presentations, and GTM initiatives.
- Collaborate with sales, alliance, and delivery teams to shape opportunities and achieve client outcomes.
Requirements
- 15+ years of IT experience, including 7+ years as a Contact Center or Solution Architect.
- Hands-on experience with one or more leading CCaaS platforms.
- 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.
- Experience with conversational AI, virtual agents, Agent Assist, speech technologies, and generative AI solutions.
- 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.
- Strong communication, stakeholder management, architecture documentation, and presentation skills.
- Preferred qualifications include contact center, cloud, or enterprise architecture certifications and experience in consulting, pre-sales, GTM solution development, reusable reference architectures, accelerators, and industry-focused offerings.
Benefits
- Comprehensive benefits package for regular full-time employees, including paid time off, company holidays, personal days, sick leave, medical, dental, and vision coverage or provincial healthcare coordination.
- Retirement savings plans such as 401(k) in the U.S. and RRSP in Canada, plus life and disability insurance and employee assistance programs.
- Benefits are subject to local policy and eligibility, with vacation generally ranging from 12 to 25 days based on employee grade.
About Capgemini
Capgemini is a global IT services and consulting firm that delivers strategy, cloud, AI, software engineering, and managed services to large enterprises and public-sector clients. Founded in 1967 and headquartered in Paris, it is publicly traded on Euronext Paris and operates in 50+ countries. The group expanded its engineering capabilities by acquiring Altran in 2020, now operating as Capgemini Engineering.