Tata Consultancy Services
Solution Architect _ Contact Center Transformation
Tata Consultancy Services, Edison, New Jersey, us, 08818
Solution Architect _ Contact Center Transformation
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Solution Architect _ Contact Center Transformation
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Tata Consultancy Services Solution Architect _ Contact Center Transformation
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Solution Architect _ Contact Center Transformation
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Tata Consultancy Services Get AI-powered advice on this job and more exclusive features. 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). 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-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.
Design & Integration
Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics. Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views.
Migration & Delivery
Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot ? scale roadmaps. Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS. Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning.
Governance & Outcomes
Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve. Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).
Preferred Qualifications
CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing). WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling. Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration. Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL.
Mandatory Skills
Experience:
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills.
Required Qualifications
10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale. Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flexincl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance). Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS.
Technical Skills
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills.
Desired Skills
Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL. Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration. Executive presence; crisp storyteller for orals/steerco. Product thinking: MVP first, then scale with telemetry-driven improvements. Strong vendor management and cross-functional leadership.
Salary Range: $136,500-$210,800 a year
Seniority level
Seniority level
Mid-Senior level Employment type
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Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Join to apply for the
Solution Architect _ Contact Center Transformation
role at
Tata Consultancy Services Solution Architect _ Contact Center Transformation
1 week ago Be among the first 25 applicants Join to apply for the
Solution Architect _ Contact Center Transformation
role at
Tata Consultancy Services Get AI-powered advice on this job and more exclusive features. 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). 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-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.
Design & Integration
Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics. Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views.
Migration & Delivery
Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot ? scale roadmaps. Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS. Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning.
Governance & Outcomes
Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve. Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).
Preferred Qualifications
CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing). WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling. Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration. Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL.
Mandatory Skills
Experience:
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills.
Required Qualifications
10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale. Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flexincl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance). Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS.
Technical Skills
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills.
Desired Skills
Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL. Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration. Executive presence; crisp storyteller for orals/steerco. Product thinking: MVP first, then scale with telemetry-driven improvements. Strong vendor management and cross-functional leadership.
Salary Range: $136,500-$210,800 a year
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Engineering and Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at Tata Consultancy Services by 2x Get notified about new Solutions Architect jobs in
Edison, NJ . New York, NY $93,000.00-$151,000.00 2 weeks ago New York, NY $80,000.00-$120,000.00 1 month ago New York, NY $218,000.00-$306,000.00 1 week ago New York, NY $120,000.00-$190,000.00 10 months ago New York, NY $150,000.00-$200,000.00 8 months ago Technical Data Architect at New York, NY / Tampa, FL - Onsite - Fulltime
New York, NY $153,000.00-$221,500.00 3 days ago New York, NY $118,200.00-$204,300.00 6 days ago Startup Solutions Architect, AWS Startups
New York, NY $118,200.00-$204,300.00 2 weeks ago New York, NY $185,000.00-$210,000.00 5 days ago New York, NY $150,000.00-$200,000.00 1 week ago New York, NY $150,000.00-$210,000.00 1 month ago New York, NY $167,032.32-$226,686.72 3 weeks ago Digital Partner - Practice Lead/Enterprise Architect (Full Time) - Remote
New York, NY $180,000.00-$225,000.00 7 months ago New York, NY $168,000.00-$249,000.00 2 weeks ago New York, NY $175,000.00-$210,000.00 2 weeks ago New York, NY $150,000.00-$170,000.00 2 months ago Global Practice Architect, FSI, Google Cloud
New York, NY $218,000.00-$306,000.00 2 weeks ago Global Practice Architect, Workspace, Google Cloud
New York, NY $168,000.00-$249,000.00 1 week ago New York, NY $142,320.00-$213,480.00 1 week ago Lead Application / Cloud Solutions Architect
Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr