Principal Architect - Solutions Architect

Verizon • McLean, VA

2d • Onsite

About The Position

We are seeking a forward-thinking and customer-centric Solution Architect specializing in Customer Experience. The ideal candidate will possess deep expertise in Unified Communications and Contact Center technologies, along with a strong understanding of voice security. This role is pivotal in modernizing and transforming how we design and deliver solutions that address complex communication challenges for our diverse customer base. This position is more than just a technical role; it is about driving innovation, creating impactful customer engagements, and enabling tangible business outcomes through cutting-edge technologies such as Artificial Intelligence (AI), chatbots, and next-generation digital channels. This role will be a cornerstone in driving solution innovations, technical leadership, and revenue growth across our Customer Experience (CEx) portfolio.

Requirements

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience.
• Proven experience as a Solution Architect or Sales Engineer in the Contact Center space.
• Ability to understand and align solutions with different market segments and audiences.
• Understands both business and technical aspects, as well as different sales motions for various market segments and their specific audiences.
• Demonstrated expertise in at least one major Calling platform (e.g., Cisco UC, Webex Calling, Microsoft Teams Calling).
• Strong understanding of cloud communications, telephony, SIP, IVR, omnichannel routing, workforce engagement, and customer experience design.
• Working knowledge and experience around integrating with Contact Center/CCaaS environments
• Exceptional communication, presentation, and interpersonal skills.

Nice To Haves

• A degree in Information Technology, Computer Science, Engineering.
• Industry certifications such as CCNA Collaboration, CCIE, Microsoft Teams Voice, Genesys Cloud Certified, NICE CXone, AWS Cloud Practitioner.
• Experience with integrations, APIs, and cloud-native services.
• Exposure to Agile solution delivery and DevOps practices.
• This role emphasizes continuous learning and innovation. Candidates are highly encouraged and supported in pursuing and maintaining relevant industry certifications, participating in emerging technology training, and contributing to our internal knowledge-sharing culture.

Responsibilities

• Serve as a subject matter expert in Contact Center technologies, providing credible and innovative solutions to internal and external stakeholders.
• Translate customer business requirements into comprehensive, end-to-end technology architectures and actionable solution designs.
• Create compelling solution designs to meet or exceed customer expectations and requirements
• Take designs through the approval processes (Peer Review, IQ Board, SOAR, DLM…)
• Create both internal and external documentation on the design that can be used as part of the selling motion (external) and for the hand-off to the implementation teams (Internal)
• Collaborate closely with the CEx Specialist sellers and Core account teams to shape and deliver sellable and implementable solutions, ensuring alignment with our internal processes and standards.
• Deliver engaging live demonstrations and technical workshops that showcase our portfolio's capabilities and value proposition.
• Act as a trusted advisor to customers by deeply understanding their communication needs and aligning technology solutions with their desired business outcomes.
• Maintain a primary area of expertise while cultivating broad technical knowledge across key platforms and vendors.
• Continuously explore and assess emerging technologies (e.g., conversational AI, digital service, analytics, voice and video communications) to enhance customer engagement strategies.
• Work with cross-functional teams (e.g., product engineering, sales, consulting, Product, Technology Solutions) to contribute to solution strategy and business development efforts.
• Create high-quality solution documentation, including architectural diagrams, proposals, and presentations.

Benefits

• medical
• dental
• vision
• short and long term disability
• basic life insurance
• supplemental life insurance
• AD&D insurance
• identity theft protection
• pet insurance
• group home & auto insurance
• matched 401(k) savings plan
• up to 8 company paid holidays per year
• up to 6 personal days per year
• paid parental leave
• adoption assistance
• tuition assistance
• premium pay such as overtime, shift differential, holiday pay, allowances
• up to 15 days of vacation per year

What This Job Offers

• Job Type: Full-time
• Career Level: Principal