About this opportunity
Revel IT lists this CCaaS Solution Architect opportunity in columbus, Ohio. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Hands‑on experience designing or implementing CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9)
Strong understanding of contact center operations, call routing, IVR, and digital engagement
Experience with agent desktop design and supervisor workflows
Technical & Architectural Skills
Solution architecture experience across cloud, SaaS, integrations, and data
Knowledge of identity, security, and compliance in SaaS environments
Familiarity with reporting, analytics, and contact center KPIs
Professional Skills
Strong stakeholder communication and facilitation skills
Ability to translate business needs into technical solutions
Comfortable operating in large, complex enterprise programs
Ability to influence decisions without direct authority
Education & Certifications
Bachelor’s degree in Information Technology, Computer Science, or related field
CCaaS or cloud certifications preferred (vendor‑specific or cloud platform)
Architecture or IT service management certifications a plus
Typical Deliverables
CCaaS solution and integration architecture diagrams
Call flow and routing design documentation
Risk and dependency assessments
Where This Role Typically Engages
CCaaS platform selection and onboarding
Requirements and design workshops
Design reviews and change control
Go‑live readiness and transition to operations
Responsibilities:
Voice, IVR, ACD, routing, and call flows
Digital channels (chat, email, SMS, social, messaging)
Agent desktop and supervisor experience
Workforce engagement, quality, and analytics (as applicable)
Define logical and physical architectures across CCaaS, integrations, data, and infrastructure
Ensure designs align with enterprise standards for security, identity, resiliency, and compliance
Business & Contact Center Alignment
Partner with Contact Center Operations, Customer Experience, and IT stakeholders to understand:
Functional requirements (use cases, personas, call flows)
Non‑functional requirements (availability, performance, DR, scalability)
Translate operational needs into technical designs that support current and future business states
Support workshops, requirement reviews, and design sessions with business and vendor teams
Lead architecture for integrations between CCaaS and enterprise systems such as:
Identity and access management
Data & analytics platforms
Define API, event, and data integration patterns (real‑time and batch)
Evaluate and recommend platform features, add‑ons, and third‑party tools
Delivery & Governance
Act as the design authority for CCaaS across program phases (design, build, test, deploy)
Review and approve solution designs, call flows, and integration approachesIdentify technical risks, dependencies, and constraints; recommend mitigation strategies
Support change control, architecture reviews, and decision forums (e.g., design authority, CCB)
Non‑Functional & Operational Readiness
Define and validate non‑functional requirements including:
High availability and disaster recovery
Security, privacy, and regulatory compliance
Performance, scalability, and capacity planning
Ensure solutions are supportable, operable, and aligned with IT operations and monitoring models
Maintain architecture artifacts, diagrams, and decision records
Document CCaaS standards, patterns, and reusable components
Stay current on CCaaS vendor roadmaps and industry best practices
Recommend continuous improvements to improve customer and agent experience
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Worksite address
columbus, OH, 43224, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.