Job
Description
Role-Contact Center Solution Architect Experience - 10 to 15yrs Location - Pan India Brief about the Team: TCS Cloud Unit Contact Center is a centralized and global technology solutions team created with the vision of unlocking local access to global talent cloud, achieving end to end technology integration in solutions, increase winnability of deals and maintain one global standard. Role Definition: Ideal candidates should have excellent communication, presentation and organizational skills and the ability to write technically for solution design, product selection and strategic documentation. The candidate must have an in-depth understanding of Contact Center Technologies from both design and engineering perspective, including: Industry leading CCaaS providers (Genesys, NICE CXone, Five9, Amazon Connect, Talkdesk, Microsoft, Google CCAI and Cisco etc.) Experience in contact center adjuncts technologies like WFM (Work Force Management), Analytics, CRM and third party Business application integration, Gen AI and Agentic use case design, Contact centre Operational metrics expertise, High level Contact center process knowledge, Lager implementation and migration approach and industry knowledge. Solution architecture for global clients, requirement gathering, analysing, and formulating solution design and proposal. Document technical and business requirements, and design technical solutions. Responsibilities: Contribute to Solutioning, RFI/RFP responses with architecture input and competitive positioning. Lead the architecture, design, and delivery of enterprise-grade contact center solutions across cloud and hybrid environments (e.g., Genesys, Cisco, Amazon Connect, NICE, Five9, Talkdesk etc.). Define and Design strategy and best practices of customized Contact Center architecture and solution. Collaborate with sales teams & customer to understand requirements and propose tailored solutions. Leads technical discovery sessions and translate business requirements into solution architectures. Design end-to-end contact center solutions including voice, chat, email, social, AI/ML, bots, IVR, WFM, Analytics, Voice & screen Recording etc. Integrate third-party systems (CRMs, ERPs, AI engines) with contact center platforms leveraging APIs and integration methodology, development and scripting. To provide scalable and secure solution aligned with industry best practices. Create technical documentation, solution diagram, BOMs and SOWs Evaluate and select contact center technologies and vendors; drive proof-of-concept and pilot initiatives. Work closely with product, engineering, and delivery team to ensure successful implementation. Serve as technical advisor to clients throughout the sales and implementation process. Engage with customers to understand business challenges and map to contact center capabilities. Orchestrate and lead transformation projects to next-gen cloud contact centers (e.g., Genesys, Amazon, NICE, Five9, Talkdesk, Cisco etc.). Essential: Expertise of leading contact center platforms (Genesys, NICE CxOne, Cisco, Avaya, Amazon Connect, Talkdesk, Five9 etc.) Strong understanding of CRMs, APIs, Scripting and other 3rd party applications integration with contact center. Exposure to Agile/DevOps environments/AI,Gen AI/Agentic AI Familiarity with regulatory compliance frameworks such as PCI-DSS, HIPAA, and GDPR. Excellent presentation, communication, and stakeholder management skills. Desirable: Genesys CcaaS/NICE CXone Certified Professional / Architect Cloud Contact Center Certified Professional (Amazon Connect, Google CCAI, Cisco etc.) ITIL Foundation PMP or TOGAF. Show more Show less
