The ideal candidate will be responsible for working cross-functionally to understand architecture needs by multiple business units. To be effective in this position, you must feel comfortable owning the entire architecture development process from inception to completion.
Responsibilities
- Collaborate with sales and business development teams to understand customer business objectives, technical requirements, and operational challenges.
- Act as a key technical advisor during the presales cycle, supporting customer meetings, workshops, solution discussions, and clarifications.
- Deliver technical presentations, demos, and solution walkthroughs to prospective customers, showcasing platform capabilities and differentiators.
- Build trusted relationships with customers by providing consultative, value-driven technical guidance.
- Assist the Solution Architect Lead in designing end-to-end contact center solutions covering voice and digital channels.
- Develop solution architectures that are scalable, secure, resilient, and aligned with industry best practices and customer requirements.
- Evaluate customer environments and propose suitable architectures, integrations, and migration approaches.
- Ensure proposed solutions are technically feasible, commercially viable, and aligned with product capabilities and roadmaps.
- Contribute to and support responses to BIDs, RFPs, RFIs, and technical questionnaires.
- Prepare high-quality technical proposal sections, solution descriptions, architecture diagrams, and compliance matrices.
- Collaborate with delivery, implementation, and operations teams to ensure a smooth transition from presales to project delivery.
- Ensure proposed solutions are clearly documented and aligned with delivery capabilities and customer expectations.
- Stay up to date with industry trends, emerging technologies, and competitor offerings in the contact center and CX domain.
Qualifications
- Bachelor's degree in Computer Science, Engineering, or Mathematics
- 5+ years of relevant experience
Contact Center & CX Technologies
- Voice platforms: IP Telephony, VoIP, SIP, IVR, call routing, recording, workforce optimization.
- Digital channels: Chat, email, messaging platforms, social media integration, chatbots, omnichannel routing.
- Contact center platforms (on-prem, cloud, or hybrid), CRM integrations, and reporting/analytics tools.
Architecture & Integration
- Solution architecture design (logical and high-level physical designs).
- APIs, system integrations, CRM and third-party platform connectivity.
- High availability, redundancy, scalability, and security design principles.
Presales & Documentation
- Technical proposal writing, architecture diagrams, solution presentations.
- Ability to translate technical concepts into business-oriented value propositions.
