Principal Solutions Architect

About This Role

This role is a customer-centric Solution Architect specializing in Customer Experience, focusing on Unified Communications and Contact Center technologies. The architect will drive innovation, foster customer engagements, and enable business growth using cutting-edge technologies like AI and chatbots.

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 approval processes (Peer Review, IQ Board, SOAR, DLM…)
• Create internal and external documentation on the design for selling and implementation teams
• Collaborate closely with CEx Specialist sellers and Core account teams to shape and deliver sellable and implementable solutions
• Deliver engaging live demonstrations and technical workshops showcasing portfolio capabilities and value propositions
• Act as a trusted advisor to customers by understanding their communication needs and aligning technology solutions with business outcomes
• Maintain a primary area of expertise (e.g., Genesys Cloud, Cisco WebEx CC, Verizon branded NICE CXone) while cultivating broad technical knowledge across key platforms and vendors
• Continuously explore and assess emerging technologies (e.g., conversational AI, digital service, analytics, voice and video communications) to enhance customer engagement strategies
• Work with cross-functional teams (e.g., product engineering, sales, consulting, Product, Technology Solutions) to contribute to solution strategy and business development efforts
• Create high-quality solution documentation, including architectural diagrams, proposals, and presentations

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, including business and technical aspects and sales motions
• 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, demonstrated through work and/or military experience, or specialized training.

Nice to Have

• A degree in Information Technology, Computer Science, Engineering
• Two or more years of experience developing and implementing business strategies
• Two or more years of experience incorporating design thinking into problem solving
• Industry certifications such as CCNA Collaboration, Microsoft Teams Voice, Genesys Cloud Certified, NICE CXone, AWS Cloud Practitioner
• Experience with integrations, APIs, and cloud-native services
• Exposure to Agile solution delivery and DevOps practices

Skills

* Required skills

Benefits