Director, Enterprise Solution Architect
About The Position
We are seeking a world-class Director, Enterprise Solution Architect to join the Global Pre-Sales and Solution function to deliver cutting-edge enterprise architecture and solution across the world’s most advanced technology platforms for Customer Experience Services. This senior individual contributor will lead pre-sales, enterprise architecture, and solutioning efforts across hyperscalers (AWS, Azure, Google), CCaaS Omni channel solutions (Microsoft, Amazon Connect, Genesys, NICE), Web Portals, Mobile Apps, CRM/ERP (MS Dynamics, Zendesk, Salesforce, SAP, Adobe), RPA (UIPATH, Automation Anywhere), AI, Generative AI, LLM platforms (Open AI, Google Gemini, Claude, Anthropic and others), Ticketing platforms (ServiceNow) and Analytics. This role is perfect for someone passionate about shaping what’s next, a leader eager not just to respond to change, but to create the future of customer experience and enterprise innovation for Customer Experience Operations. The ideal candidate will combine deep technical and enterprise architecture expertise, advanced knowledge of AI/GenAI/LLM, and proven commercial acumen to develop, position, and win high-impact solutions with Fortune 500 clients for their Customer Experience Transformation.
Requirements
- 10+ years of enterprise architecture experience with Fortune 500 companies, ideally within top-tier technology services or enterprise-class companies and CCaaS and AI Partner solutions.
- Strong track record of consulting-led technology pre-sales, solutioning, and enterprise architecture across multi-partner ecosystems for Contact Center Customer Experience.
- Advanced knowledge of AI, Generative AI, LLMs, cognitive automation, and predictive analytics and the ability to clearly explain and apply them in client solutions.
- Proven success creating solution blueprints, technical specs, and design documents, with deep experience in cross-platform database, data architecture, security, performance, scalability, and reliability.
- Strong commercial acumen able to architect solutions that deliver cost optimization, speed-to-market, and revenue growth and outcome based pricing models.
- Experience with at least two of the three key partner categories: CCaaS (Microsoft Dynamics CCP, Amazon Connect, Genesys, NICE), CRM/ERP (MS Dynamics, Zendesk, Salesforce, SAP, Adobe), Automation Solutions (Google Gemini, Open AI, Automation Anywhere and UIPATH).
- Technical and Seller Certification is CCaaS, CRM and Automation platforms.
- Must reside in the United States or have a valid U.S. address for residence.
- English (Required)
Responsibilities
- Serve as the senior architect in the Global Presales and Solutions Organization.
- Own all aspects of pre-sales, solutioning, enterprise architecture, and consulting across multi-partner platforms: Hyperscalers (AWS, Azure, Google), CCaaS (Microsoft Dynamics 365, Amazon Connect, Genesys, NICE), CRM/ERP (MS Dynamics, Salesforce, Zendesk, SAP, Adobe), Agentic AI, Generative AI, LLMs, RPA, and data platforms (Service Now, Databricks, Automation Anywhere, Gemini, Claude and Open AI).
- Define forward-thinking enterprise architectures that anticipate client needs, unlock business value, and shape competitive advantage.
- Lead solution development for new logos, hybrid accounts, and existing customers, translating complex client strategies into scalable, commercially viable solutions for enhancing Customer Experience.
- Produce and present architecture design artifacts, technical specifications, and high-level design documents tailored to customer needs and partner platforms.
- Confidently explain and differentiate AI, GenAI, LLMs, and automation use cases, and how they integrate with CCaaS, CRM, ERP, and data environments.
- Engage with senior client and partner leaders to build trusted relationships, drive joint success, and ensure value realization, renewal, and expansion.
- Collaborate closely with global and regional sales leadership, technical teams, and delivery organizations to achieve and exceed revenue goals.
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program
- 401(k) retirement plan
- paid time off and holidays
- paid learning days
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
