Platform Architect

Job Title: Platform Architect

Role Description:

Technical Platform Architect (TPA) serves as technical lead driving the design, deployment, and optimization of scalable Contact Center as a Service (CCaaS) solutions. TPA is engaged early in the project, working closely with the Engagement managers, solution consultants, implementation team and product team. From pre-sales scoping to solution delivery, TPA ensures that the solution architecture meets the customer's goals and provides support and inputs for creating scope of work.

Core responsibilities:

1. Solution design and implementation:

• Support the sales process by reviewing solution design. Evaluate implementation strategies and customize estimates for TPA-assigned accounts.
• Provide consultation to stake holders with appropriate design & solution approaches, managing technical implementation decisions, defining solutions, and identifying critical risks throughout the engagement lifecycle.
• Working with the solution consultants, and engagement managers to ensure solution designs meet customer needs. TPA initiates and owns the design and associated artifacts like LLD , Security compliance documentation etc to build an adequate operational foundation.

3. Enterprise architecture:

• Analyze business and technical requirements to create a comprehensive architecture, including low-level designs (LLDs) and an architectural blueprint for

digital transformation. This framework will be essential and should be easy for consumption by the implementation team.

• Work closely with all stake holdersto map out solution builds. Align technical architecture with business goals and act as a trusted advisor to customers.

4. Implementation of Best Practices and Templates:

• Implementing best practices and configuration: Guarantee instance health by verifying configuration and workflow. Sprinklr best practices and improvement guidelines for different configurations.
• UAT and Sandbox protocol compliance: Maintain system health by enforcing UAT and sandbox protocols to ensure compliance with best practices throughout the configuration lifecycle.

5. Delivery Operating Model Governance:

• Go-Live supervision and support: Create a governance process that ensures successful implementation. End User Acceptance and continuous support while maintaining alignment with customer goals.
• Project delivery and handover: Work with strategy consultants to support project delivery for delivery and customer success teams. Engage during the design process to provide oversight and answer operational questions.

6. Thought leadership and customer advocacy:

• Thought leadership and sharing best practices: Provide thought leadership by sharing best practices, industry use cases, and learning from previous projects to improve customer experience.
• Account-Level Awareness & Strategic Initiatives: Remain informed of prominent Managed Services (MS) initiatives on assigned accounts to ensure alignment and continuity across customer engagements.

Required Qualifications:

• Education: Bachelor's degree in Computer Science information technology or related fields (will be specially considered)
• Experience: 8+ years in cloud solution architecture. Contact Center Solutions or digital transformation
• Technical Skills: Expertise in CCaaS platforms (Sprinklr, Avaya, Genesys), cloud architecture (AWS, Azure), and DevOps principles.
• Soft Skills: Strong Communication Advisory skills and project supervision.
• Certifications: AWS, Azure, or related cloud solution certification required.