Principal Architect - Solutions Architect

About This Role

This role is for a Principal Architect specializing in Customer Experience, focusing on Unified Communications and Contact Center technologies. The architect will drive innovation, design solutions, and provide technical leadership for Verizon's diverse customer base.

Responsibilities

• Serve as a subject matter expert in Contact Center technologies, providing credible and innovative solutions to internal and external stakeholders
• Translate customer business requirements into comprehensive, end-to-end technology architectures and actionable solution designs
• Take designs through the approval processes (Peer Review, IQ Board, SOAR, DLM)
• Create internal and external documentation on the design for selling motion and implementation hand-off
• Collaborate closely with CEx Specialist sellers and Core account teams to shape and deliver sellable solutions
• Deliver engaging live demonstrations and technical workshops showcasing portfolio capabilities and value proposition
• Act as a trusted advisor to customers by understanding their communication needs and aligning technology solutions with business outcomes
• Maintain primary area of expertise while cultivating broad technical knowledge across key platforms and vendors (Genesys Cloud, Cisco WebEx CC, NICE CXone)
• Continuously explore and assess emerging technologies (e.g., conversational AI, digital service, analytics, voice and video communications)
• Work with cross-functional teams to contribute to solution strategy and business development efforts

Requirements

• Proven experience as a Solution Architect or Sales Engineer in the Contact Center space
• Ability to understand and align solutions with different market segments and audiences
• Demonstrated expertise in at least one major Contact Center platform (e.g., Genesys, Cisco, NICE, Zoom, Five9)
• Strong understanding of cloud communications, telephony, SIP, IVR, omnichannel routing, workforce engagement, and customer experience design
• Familiarity with AI-driven tools such as chatbots, virtual agents, and Natural Language Understanding (NLU) platforms
• Exceptional communication, presentation, and interpersonal skills

Qualifications

• Bachelor’s degree or four or more years of work experience
• Six or more years of relevant experience, or two or more years developing and implementing business strategies, or two or more years incorporating design thinking into problem solving

Nice to Have

• Degree in Information Technology, Computer Science, Engineering
• Experience with integrations, APIs, and cloud-native services
• Exposure to Agile solution delivery and DevOps practices

Skills

* Required skills

Benefits

Certifications