- 10+ years of experience in architecture, solution architecture, CRM architecture, contact center architecture, or digital customer engagement architecture.
- Experience designing complex customer engagement ecosystems across CRM, CCaaS, digital channels, data platforms, integrations, reporting, and AI.
- Strong understanding of contact center platforms, CRM platforms, case management, omnichannel routing, knowledge management, workforce operations, and service analytics.
- Experience with architecture decisioning across platforms rather than single-vendor implementation only.
- Ability to evaluate tradeoffs across Salesforce, Genesys, ServiceNow, Microsoft Dynamics, Amazon Connect, NICE, Google, custom middleware, or other customer engagement technologies.
- Strong knowledge of integration patterns, APIs, event-based architecture, data flows, identity, security, governance, and observability.
- Experience defining reference architectures, system-of-record maps, integration roadmaps, and technical recommendations for executive and delivery audiences.
- Ability to work with business stakeholders and translate non-technical service needs into clear architectural options.
- Experience supporting business case development, platform rationalization, or technology roadmap creation.
- Current-state technology and integration assessment.
- System-of-record and data flow map.
- CCaaS / CRM / AI architecture options and decision rationale.
- Reference architecture for prioritized AI CEC use cases.
- Agentic architecture model, including agent roles, tool calls, escalation points, and guardrails.
- Platform recommendation covering Salesforce, Genesys, and other viable solutions where relevant.
- Integration dependency and risk register.
- Technology roadmap and architecture inputs into the final business case.
Enterprise Architect- CCaaS (Contact Center) in orlando at Unknown Company
This position is listed as full time and onsite.