Job Description Role Summary We are seeking an experienced Contact Center Solutions Architect to lead the design, modernization, and transformation of enterprise contact center platforms. The role combines deep CCaaS architecture expertise, AI-driven customer experience solutions, and pre-sales/GTM leadership to deliver business outcomes through modern customer engagement technologies. Key Responsibilities

• Architect end-to-end CCaaS solutions across voice, IVR, omnichannel, routing, workforce engagement, recording, reporting, and analytics.
• Design and lead modernization strategies from legacy contact centers to cloud and hybrid platforms.
• Develop solutions on platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Cisco Webex Contact Center, and Microsoft Dynamics 365 Contact Center.
• Design telephony and integration architectures involving SIP/VoIP, PSTN, SBCs, CRM, identity, workforce, and data platforms.
• Architect AI-powered capabilities including virtual agents, Agent Assist/Copilot, speech analytics, transcription, summarization, RAG, and GenAI solutions.
• Lead discovery workshops, architecture reviews, POCs, governance activities, and technical solutioning.
• Support pre-sales activities including RFP/RFI responses, proposals, estimates, executive presentations, and GTM initiatives.
• Collaborate with sales, alliance, and delivery teams to shape opportunities and drive successful client outcomes.

Required Qualifications

• 15+ years of IT experience with 7+ years as a Contact Center or Solution Architect.
• Hands-on experience with one or more leading CCaaS platforms.
• Strong expertise in ACD, IVR, CTI, SIP/VoIP, PSTN, SBCs, omnichannel routing, WFM, quality management, and analytics.
• Experience with REST/SOAP APIs, CRM integrations, middleware, and AWS and/or Azure cloud platforms.
• Experience with conversational AI, virtual agents, Agent Assist, speech technologies, and GenAI solutions.
• Strong knowledge of security, privacy, compliance, and resiliency frameworks including PCI DSS, GDPR, HIPAA, and SOC 2.
• Proven experience leading large-scale contact center modernization and migration programs.
• Excellent communication, stakeholder management, architecture documentation, and presentation skills.

Preferred Qualifications

• Contact center, cloud, or enterprise architecture certifications.
• Experience in consulting, pre-sales, and GTM solution development.
• Expertise in creating reusable reference architectures, accelerators, and industry-focused offerings.

The base compensation range for this role in the posted location is 160650 - 201495 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