Enterprise Architect
About The Position
The Enterprise Architect will lead the architecture and technology decisioning workstream for an AI-first Customer Engagement Center (CEC) transformation. This role is responsible for assessing the current technology landscape, defining future-state architecture, and guiding platform selection across CCaaS, CRM, AI orchestration, data, integration, and operating model components. The architect will remain platform-agnostic, ensuring objective evaluations based on business priorities, customer experience goals, data maturity, and integration constraints. The role involves recommending best-fit solutions across a broad ecosystem that may include Salesforce, Genesys, ServiceNow, Microsoft, Amazon Connect, NICE, Google, or custom-built AI orchestration layers.
Requirements
- 10+ years of experience in enterprise architecture, solution architecture, or digital customer engagement platforms
- Proven experience designing complex customer ecosystems integrating: CRM, CCaaS, digital channels, data platforms, and AI solutions
- Strong knowledge of: Contact center technologies and omnichannel routing, Case management, knowledge systems, workforce operations, and analytics
- Experience in multi-platform architecture decisioning (not limited to a single vendor ecosystem)
- Deep understanding of: Integration patterns (APIs, event-driven architecture), Data flows, identity & access management, security, and governance
- Hands-on experience creating: Reference architectures and system maps, Integration roadmaps and executive-level recommendations
- Ability to translate business needs into technical architecture strategies
- Experience supporting technology roadmaps, platform rationalization, and business case development
Responsibilities
- Lead enterprise-wide architecture assessment across: CCaaS, CRM, case management, Digital channels and customer interaction platforms, Data platforms, AI tooling, knowledge systems, integrations, and reporting
- Evaluate current-state environments including Genesys, CRM systems, reservation platforms, data lakes, and BPO ecosystems
- Map systems of record, engagement, intelligence, and automation across the enterprise
- Define future-state architecture options for AI-first customer engagement
- Develop reference architectures for key use cases such as: Agentic self-service and agent assist, Proactive notifications and disruption management, Intelligent routing and knowledge-driven support, Post-service resolution workflows
- Design agentic AI architecture patterns, including: Orchestrator agents and specialist agents, Tool integrations and workflows, Human-in-the-loop escalation models, Governance, observability, and guardrails
- Support evaluation and selection of CCaaS and CRM platforms
- Provide objective comparisons across vendors (e.g., Salesforce, Genesys, ServiceNow, Microsoft, Amazon Connect, NICE, Google)
- Assess trade-offs based on: Business requirements and scalability, Integration complexity and data readiness, Cost, value realization, and operational impact
- Identify integration dependencies, data gaps, security constraints, and governance requirements
- Define API, event-driven, and middleware integration patterns
- Collaborate with data, security, and platform SMEs to validate architecture feasibility
- Partner with CX Strategy teams to translate customer journeys and service use cases into architecture requirements
- Support prototype/sandbox planning, including: Platform setup assumptions, Test scenarios and validation criteria
- Contribute to business case development through architecture inputs for ROI and TCO modeling
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
