Job Description -

We are looking for a senior CCaaS Solution Architect with strong customer-facing experience to design and deliver end-to-end cloud contact center solutions across leading CCaaS platforms such as NICE CXone and Microsoft CCaaS. The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API-based integrations, translating customer requirements into scalable, secure cloud architectures.

Key Responsibilities

Design end-to-end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design
Lead customer workshops to gather requirements and propose best-fit CCaaS solutions
Architect and integrate Workforce Management (WFM), reporting, and analytics
Design and govern API-based integrations with CRM and enterprise systems
Create high-level and detailed architecture, call flow, and integration diagrams
Support on-prem to CCaaS migration and cloud transformation initiatives
Provide architectural leadership, estimates, and guidance to delivery teams

Must-Have Skills

10 to 15 years of experience in Contact Center / CCaaS architecture
Hands-on experience with multiple CCaaS platforms such as:

NICE CXone

Strong expertise in:
IVR & customer journey design
WFM solutions
REST/API integrations
Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics)
Solid understanding of cloud platforms (AWS / Azure / GCP)
Good knowledge of security, compliance, and data privacy in cloud contact centers

The base compensation range for this role in the posted location is: 100000- 140000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

• 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