22 hours ago
Base Salary
$161k - $201k/yr
Responsibilities
- Architect end-to-end CCaaS solutions across voice, IVR, omnichannel routing, workforce engagement, recording, reporting, and analytics.
- Design and 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 and integration architectures involving SIP/VoIP, PSTN, SBCs, CRM, identity, workforce, and data platforms.
- Architect AI-powered capabilities such as virtual agents, Agent Assist/Copilot, speech analytics, transcription, summarization, RAG, and GenAI 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.
- 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.
- 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; consulting, pre-sales, and GTM solution development experience; and experience creating reusable reference architectures, accelerators, and industry-focused offerings.
Benefits
- Paid time off based on employee grade, including 12–25 vacation days depending on grade, company-paid holidays, personal days, and sick leave.
- Medical, dental, and vision coverage, or provincial healthcare coordination in Canada.
- Retirement savings plans such as 401(k) in the U.S. and RRSP in Canada.
- Life and disability insurance.
- Employee assistance programs and other benefits based on local policy and eligibility.
- Regular full-time employees receive a comprehensive benefits package; additional variable incentives, bonuses, or commissions may apply depending on the position.
- Capgemini provides reasonable workplace and recruiting accommodations and is an equal opportunity employer.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com