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Solution Architect Contact Center Transformation

Tephra
📍 Land O' Lakes, Florida, United States 💼 Full-time 🕒 Posted June 19, 2026
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Job Description

Description:

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-stat...

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    Job Details

    • Location Land O' Lakes, Florida
    • Job Type Full-time
    • Category Computer Occupations
    • Posted Date June 19, 2026
    • Application Deadline July 29, 2026