CCaaS Architect

Key Responsibilities

• Own end-to-end architecture for CCaaS transformation programs including voice, digital, AI and integrations.
• Design High-Level Designs (HLD), Low-Level Designs (LLD), reference architecture and technical solution documents.
• Define target-state architecture for Amazon Connect Contact Center.
• Design BYOC Premises, BYOC Cloud, hybrid coexistence and cloud-native deployments including Edge, SBC and telephony routing.
• Architect integrations with CRM (Salesforce, Dynamics 365, ServiceNow), ERP (SAP), payment gateways, WEM, WFM and analytics.
• Define non-functional requirements: availability, resilience, security, scalability, RTO/RPO, MOS, latency and jitter.
• AI, GenAI and Voice Bot Enablement
• Design conversational AI and voice bot solutions using Genesys AI Experience, Amazon Lex, Dialogflow CX, Cognigy or Kore.ai.
• Architect GenAI use cases with LLMs, Retrieval-Augmented Generation (RAG), agent assist, summarization and knowledge automation.
• Define hallucination controls, prompt guardrails, safety monitoring, PII masking and human-in-the-loop escalation.
• Establish AI governance including model lifecycle, prompt versioning, evaluation datasets and responsible-AI controls.

Advisory

• Drive client discovery workshops, current-state assessments and CCaaS platform selection.
• Author Statements of Work (SOWs), effort estimates, sizing calculators and commercial models.
• Deliver executive presentations, technology roadmaps, business cases and Total Cost of Ownership (TCO) analysis.
• Present at client steering committees, industry forums and internal capability sessions.

Delivery Governance and Technical Assurance

• Provide architecture oversight across the delivery lifecycle: design, build, test, cutover and hypercare.
• Chair Design Authority Boards, Solution Review Boards and Change Advisory Boards on CCaaS engagements.
• Own architectural risk register and technical decision log; drive mitigations and trade-off decisions.
• Guide delivery teams on IaC, CI/CD, DevOps, SRE, observability and hardening for CCaaS platforms.