Domain Architect - Contact Center

World Wide Technology Healthcare Solutions•Jenks, OK

5d•$110,000 - $160,000•Remote

About The Position

The Domain Architect — Contact Center is the senior technical authority on multi-vendor contact center solutions, with deep, hands-on expertise across Genesys and Cisco platforms (on-prem and cloud). You will own enterprise design, technical oversight, and delivery quality for our largest customer engagements — translating business outcomes into reference architectures, accelerating sales cycles, and unblocking delivery teams when complex problems arise.

Requirements

10+ years designing and deploying enterprise contact center solutions.
Deep hands-on expertise in at least one of Genesys or Cisco, with strong working knowledge of the other.
Strong foundation in contact center operations: routing, WFM, QM, reporting, and customer journey design.
Excellent written, verbal, and executive-level presentation skills.
Genesys Cloud CX — administration, Architect flow design, queues/skills/routing, scripting, data actions, and API integrations.
Migration paths from Genesys Multicloud CX / PureConnect to Genesys Cloud CX.
Genesys WFM and Quality Management — Speech & Text Analytics and Interaction Recording.
Genesys AI — Agent Assist, Predictive Engagement, Predictive Routing, and bot flows (Dialog Engine, Google CCAI, Amazon Lex).
AppFoundry integrations, Open Messaging, and Web Messaging deployments.
Reporting and analytics — Pulse, Performance/Analytics views, and data export to BI tools.
PSTN connectivity — BYOC Cloud, BYOC Premises, Genesys Cloud Voice, and SIP trunk integration.
Webex Contact Center (WxCC) and Webex Connect.
Unified Contact Center Enterprise (UCCE), Packaged CCE (PCCE), and Unified Contact Center Express (UCCX).
Cisco ICM, CVP, CVP Unified Call Studio, CUIC, and Finesse.
Outbound option and Contact Center AI.
WEM/QM/recording platforms — Verint, Calabrio, NICE, Acqueon.
Conversational AI — Google CCAI, Amazon Lex, Microsoft Copilot Studio, Cognigy.
CRM integrations — Salesforce Service Cloud, ServiceNow, Microsoft Dynamics.
API and data — REST/SOAP, webhooks, SQL, and database integrations.
Bachelor's degree, or 10+ years of equivalent experience delivering contact center solutions in a professional services environment.

Nice To Haves

Genesys Cloud CX Certified Professional, Certified Architect, or Certified Developer.
Cisco Certified Specialist – Collaboration Contact Center Implementation, or CCNP Collaboration with Contact Center concentration (CCIE Collaboration a strong plus).
Cloud platform certifications (AWS, Azure, or GCP) at Associate level or higher a plus.

Responsibilities

Lead enterprise design for contact center transformations — produce High-Level and Low-Level designs aligned to WWT and customer documentation standards.
Translate business requirements into technical architecture decisions across voice, digital, routing, WEM, and AI layers.
Partner with sales and pre-sales to scope opportunities, lead technical discovery, and contribute to Statements of Work and level-of-effort estimates.
Provide technical oversight across the project lifecycle — schedules, dependencies, MOPs, and escalation support.
Design and build call flows, routing strategies, and IVR / conversational experiences (e.g., Genesys Architect, Cisco ICM/CVP).
Mentor engineers and consultants; raise the technical bar across the practice.
Represent WWT in customer-facing executive and architecture conversations.