Enterprise Contact Center Architect

Capgemini • Bridgewater, NJ

1d • $82,082 - $193,440 • Hybrid

About The Position

We are seeking a Contact Center Architect to lead CX transformation initiatives and define enterprise contact center strategies. This role will work closely with client executives to design modern customer engagement solutions spanning CCaaS, CRM, AI, workforce engagement, analytics, and integrations.

Requirements

• 10+ years of experience in Contact Center, CX, or Customer Engagement technologies.
• 5+ years in a Solution Architect or Lead Consulting role.
• Experience with leading CCaaS platforms such as Genesys Cloud CX, NICE CXone, Amazon Connect, Five9, or similar.
• Strong expertise integrating CCaaS, CRM, and enterprise systems using APIs.
• Experience leading contact center transformation and migration programs.
• Strong understanding of contact center operations, omnichannel, IVR, WFM, QM, and KPI management.
• Must be legally authorized to work in the United States without employer sponsorship now or in the future.

Nice To Haves

• Pre-sales and client-facing consulting experience preferred.
• Certifications in Genesys, NICE, Amazon Connect, Salesforce, or Google.
• TOGAF certification.
• Experience with Conversational AI, Generative AI, and LLM-powered customer service solutions.

Responsibilities

• Define target-state contact center architectures and transformation roadmaps.
• Lead assessments, platform selection, and modernization initiatives.
• Design solutions across CCaaS, CRM, IVR, conversational AI, WEM/WFM, analytics, and data platforms.
• Drive AI strategies including virtual agents, agent assist, and agentic workflows.
• Support pursuits through RFP responses, solution design, workshops, and presentations.
• Guide large-scale migrations from legacy platforms such as Avaya and Cisco.
• Build trusted relationships with senior business and technology stakeholders.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed