Job SummaryWe are seeking a senior, highly strategic
Enterprise Solution Architect to lead the architecture, governance, and technical assurance for a large-scale CRM and Contact Centre as a Service (CCaaS) transformation programme.
In this role, you will act as the principal client-side technical authority, owning the end-to-end architecture across modern cloud platforms, legacy billing systems, and complex enterprise integrations. You will spearhead design governance, challenge vendor solutioning to mitigate technical debt, and ensure adherence to strict regulatory and utility-sector requirements.
Key Responsibilities- Architecture Leadership & Governance: Own and maintain the solution architecture across core CRM and CCaaS transformations, establishing Architecture Review Boards (ARBs) to evaluate design decisions, approve integration blueprints, and enforce strict governance.
- Vendor & Consulting Partner Management: Serve as the primary technical counterpart to major software vendors and systems integrators, critically evaluating proposals, challenging unnecessary complexity, and ensuring deliverables meet real-world enterprise standards.
- Risk & Technical Assurance: Own the technical risk register, foresee integration bottlenecks at the boundaries between legacy systems and cloud platforms, and conduct formal assurance reviews at key programme milestones.
- CRM & CCaaS Platform Architecture: Drive the technical design, configuration, extensibility, and integration patterns for enterprise CRM platforms, omnichannel contact centre solutions (ACD, IVR/IVA, WFM), and CTI screen-pops.
- Stakeholder Engagement: Translate complex architectural concepts into clear business language for executive leadership, steering committees, and regulatory bodies while mentoring junior technical leads.
Key Requirements- Core Technical Expertise:
- Deep hands-on solution architecture experience with enterprise CRM platforms (specifically SAP Service Cloud/C4C or equivalent enterprise systems), covering ticketing, case management, and customer 360 views.
- Extensive experience with CCaaS platforms (specifically NICE CXone), covering omnichannel routing, IVR design, APIs, and CTI/CRM integrations.
- Proven expertise in enterprise integration architecture, including event-driven design, API gateways, and middleware (e.g., SAP BTP, MuleSoft).
- Experience integrating modern cloud platforms with legacy customer information systems (CIS).
- Programme & Governance Experience:
- Demonstrated success as a client-side Solution Architect on large-scale, multi-vendor enterprise transformations ($10M+ scale).
- Track record of establishing design authorities, managing technical risk registers, and producing enterprise-grade architecture artifacts (SADs, HLD/LLD, data flow diagrams).
- Domain & Industry Knowledge:
- Strong background in the Energy & Utilities sector, with familiarity in meter-to-cash processes, field workforce dispatch, and relevant regulatory frameworks.
- Leadership & Soft Skills:
- Exceptional gravitas and diplomacy to challenge senior vendor architects and system integrators decisively.
- Strong communication skills with the ability to bridge complex technical details and C-suite business requirements.
Nice-to-Haves- Relevant certifications such as TOGAF, SABSA, or platform-specific application associate accreditations.
- Exposure to advanced AI/automation modules (Agent Assist, Virtual Agents) within contact centre environments.
- Experience operating within Agile / SAFe delivery frameworks at an enterprise scale.
Additional Skills(none specified)
AllSTEM Representative Contact InfoAccount Executive: Nichols
Branch Phone: (909) 244-1777
Location: Ontario, CA
