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Job Title: Senior Solution Architect
Location: Columbus, OH
Work Model: Hybrid (Onsite Tuesday-Thursday, Remote Monday & Friday)
Rate: $60-$80/hour (W-2)
Contract Length: 1 Year | March 30, 2026 - March 29, 2027
Extension: Strong possibility of extension
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | No visa sponsorship available

Position Overview

We are seeking an experienced Senior Solution Architect to lead architecture and solution design efforts for a complex CCaaS (Contact Center as a Service) initiative within a large enterprise environment. This role will be responsible for defining end-to-end solution architecture across contact center platforms, integrations, cloud services, data flows, and supporting infrastructure to enable scalable, secure, and high-performing customer engagement capabilities.

The ideal candidate will bring deep expertise in CCaaS platforms, contact center operations, solution architecture, and enterprise integrations. This individual will partner closely with stakeholders across Contact Center Operations, Customer Experience, IT, vendors, and program leadership to translate business needs into technical designs that support both current and future-state capabilities. The Senior Solution Architect will serve as a key design authority throughout the lifecycle of the program, from platform selection and onboarding through design, build, testing, go-live readiness, and transition to operations.

Key Responsibilities

CCaaS Architecture & Design

• Design end-to-end CCaaS solution architecture across voice, IVR, ACD, routing, and call flows.
• Architect digital engagement capabilities including chat, email, SMS, social, and messaging channels.
• Define solution designs for agent desktop experiences and supervisor workflows.
• Support architecture for workforce engagement, quality management, analytics, and related contact center capabilities as applicable.
• Develop logical and physical architecture designs spanning CCaaS platforms, integrations, data architecture, and supporting infrastructure.
• Ensure all solution designs align with enterprise standards for security, identity, resiliency, and compliance.

Business & Contact Center Alignment

• Partner with Contact Center Operations, Customer Experience, and IT stakeholders to gather and validate functional and non-functional requirements.
• Translate business use cases, customer journeys, personas, and operational workflows into scalable technical architectures.
• Support workshops, requirements sessions, design reviews, and solution discussions with internal stakeholders and vendor teams.
• Ensure solution designs support both immediate program objectives and long-term business needs.

Platform & Integration Architecture

• Lead architecture for integrations between CCaaS and key enterprise systems such as CRM platforms, CIS/billing systems, identity and access management, and data/analytics environments.
• Define API-based, event-driven, and batch integration patterns as appropriate for the platform ecosystem.
• Evaluate and recommend platform capabilities, add-ons, and third-party tools to support functional and operational requirements.
• Ensure integration designs are secure, scalable, supportable, and aligned with enterprise architecture standards.

Delivery & Governance

• Serve as the design authority for CCaaS solution architecture throughout design, build, test, and deployment phases.
• Review and approve solution designs, call flows, integration approaches, and technical implementation decisions.
• Identify architectural risks, dependencies, technical constraints, and assumptions, and recommend mitigation strategies.
• Participate in architecture reviews, change control processes, design authority meetings, and related governance forums.
• Support vendor solution validation and ensure architectural alignment across all program workstreams.

Non-Functional & Operational Readiness

• Define and validate non-functional requirements including availability, disaster recovery, performance, scalability, privacy, security, and regulatory compliance.
• Ensure solutions are aligned to IT operational models, support readiness requirements, and monitoring standards.
• Support go-live readiness planning and transition of solutions into steady-state operations.
• Ensure capacity planning, resiliency, and supportability are incorporated into all architecture decisions.

Documentation & Continuous Improvement

• Produce and maintain architecture artifacts, diagrams, standards, and technical decision records.
• Document solution patterns, reusable components, and architecture best practices for CCaaS implementations.
• Maintain risk and dependency assessments tied to architecture and delivery.
• Stay current on CCaaS vendor roadmaps, cloud platform capabilities, and industry trends.
• Recommend ongoing improvements to enhance customer experience, agent experience, operational performance, and platform efficiency.

Typical Deliverables

• CCaaS solution architecture diagrams
• Integration architecture diagrams
• Call flow and routing design documentation
• Agent desktop and supervisor workflow designs
• Non-functional requirements documentation
• Architecture decision records (ADRs)
• Risk, dependency, and constraint assessments
• Security, resiliency, and compliance design inputs
• Go-live readiness and operational transition artifacts

Where This Role Typically Engages

• CCaaS platform selection and onboarding
• Requirements gathering and design workshops
• Vendor solution validation
• Architecture and design reviews
• Integration planning and technical decision-making
• Change control and governance forums
• Go-live readiness and transition to operations

Required Qualifications

CCaaS & Contact Center Expertise

• Hands-on experience designing or implementing CCaaS platforms, such as NICE CXone, Genesys Cloud, Amazon Connect, Five9, or similar technologies.
• Strong understanding of contact center operations, including call routing, IVR, ACD, digital engagement, and omnichannel service models.
• Experience designing agent desktop experiences and supervisor workflows.
• Familiarity with contact center reporting, analytics, and operational KPIs.

Technical & Architectural Skills

• Proven solution architecture experience across cloud, SaaS, enterprise integrations, and data environments.
• Strong experience with API-based integrations and event-driven architecture patterns.
• Knowledge of identity, security, privacy, and compliance requirements within SaaS and cloud ecosystems.
• Experience defining technical architectures that support high availability, resiliency, and operational readiness.
• Ability to assess and design logical and physical architectures across multiple platforms and integration layers.

Professional Skills

• Excellent stakeholder communication, facilitation, and presentation skills.
• Demonstrated ability to translate business requirements into practical, scalable technical solutions.
• Experience operating effectively in large, complex enterprise programs.
• Proven ability to influence architectural decisions and drive alignment without direct authority.
• Strong analytical, problem-solving, and documentation skills.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Preferred Qualifications

• Vendor-specific CCaaS certifications or cloud platform certifications preferred.
• Architecture certifications or IT service management certifications are a plus.
• Experience with enterprise CRM integrations, such as Salesforce, is strongly preferred.
• Familiarity with utility, regulated, or highly complex enterprise environments is a plus.

Core Competencies

• Solution Architecture
• CCaaS / Contact Center Architecture
• Enterprise Integrations
• Cloud and SaaS Platforms
• API and Event-Driven Design
• Contact Center Operations
• Security and Compliance
• Non-Functional Requirements Definition
• Stakeholder Management
• Technical Governance and Design Authority

Ideal Candidate Profile

The ideal candidate is a highly collaborative and technically strong architect who understands both the operational and technical dimensions of modern contact center environments. They are comfortable leading architecture discussions across business and IT teams, influencing direction in complex enterprise programs, and creating scalable, supportable solutions that improve both customer and agent experience.