Requisition ID: Join a purpose driven winning team, committed to results, in an inclusive and high:performing culture. Job Summary: We are seeking a highly skilled Solutions Architect to join our team and lead the design and implementation of Contact Centre as a Service (CCaaS) solutions. The ideal candidate will have extensive experience in architecting and deploying CCaaS solutions, with a strong focus on enhancing customer and agent experiences through innovative technology. Is this role right for you? In this role you will: : Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements. : Collaborate with cross:functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs. : Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud, to meet the organizations needs. : Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans. : Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices. : Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization. : Stay up:to:date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience. : Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise. : Implement AI tools in the Contact Centre: Lead the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI:driven insights. Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have: : Bachelors degree in Computer Science, Information Technology, or a related field. : Proven experience as a Solutions Architect, with a focus on Contact Centre as a Service (CCaaS) solutions. : Strong knowledge of CCaaS platforms and technologies, such as Genesys Cloud, and their integration with other enterprise systems. : Excellent understanding of cloud computing principles and architectures. : Experience with designing and implementing multi:channel and omnichannel contact center solutions. : Strong analytical and problem:solving skills, with the ability to translate business requirements into technical solutions. : Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. : Ability to work in a fast:paced, dynamic environment and manage multiple priorities. : Preferred Qualifications: Experience with other CCaaS platforms, preferably Genesys or such as Amazon Connect or NICE inContact. : Preferred Qualifications: Certification in relevant CCaaS technologies or cloud platforms. : Preferred Qualifications: Knowledge of customer relationship management (CRM) systems and their integration with CCaaS solutions. : Preferred Qualifications: Experience with agile development methodologies and project management tools. : AI Integration: Experience in integrating AI technologies into CCaaS solutions to enhance customer interactions and agent productivity. : Natural Language Processing (NLP): Proficiency in implementing NLP for automated customer service solutions, such as chatbots and virtual assistants. : Machine Learning: Knowledge of machine learning techniques to analyze customer data and improve service delivery through predictive analytics. : Speech Analytics: Experience with speech recognition and analytics to monitor and improve call quality and customer satisfaction. : A