Technical Design Architect

Webhelp$125K — $150K *
Telecommunications & Hardware
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in contact center solutions or services
  • Experience in solution architecture in a multi-channel environment
  • Strong knowledge of networks, telephony, security, and application services
  • Experience with cloud-based contact center platforms such as Amazon Connect, NICE CXOne, or Genesys Cloud
  • Knowledge of digital technologies such as IVR automation, NLP, analytics, and bots
  • Strong communication, problem-solving, and stakeholder management skills
  • Bachelor’s degree in Computer Science or a related field preferred

Responsibilities

  • Serve as the main point of contact for IT Solutions activities within the Sales and Solutions organization
  • Design integrated IT and contact center solutions across infrastructure, security, network, voice, and service delivery
  • Support presales and RFP activities with technical solution design and architecture
  • Partner with clients to understand requirements and recommend the best-fit solutions
  • Define solution requirements for telephony, IVR, CTI, SIP, routing, VLAN, and related technologies
  • Validate solution designs with internal architecture, network, voice, server, and security teams
  • Document project scope and high-level technical architecture for implementation teams
  • Drive service delivery best practices and continuous improvement

Benefits

  • Full-time position with a global organization
  • Opportunity to work in a collaborative environment
  • Engagement in presales and RFP processes to shape technical solutions
  • Potential for professional development and training opportunities
  • Opportunity to leverage cutting-edge technologies and cloud platforms
Full Job Description

Job Title:

Technical Design Architect

Job Description

Position Summary:

Technology Solution Architect
The Technology Solution Architect designs secure, scalable, and cost-effective IT and contact center solutions that support client needs and business growth. This role partners with sales, clients, and cross-functional technical teams to shape solution designs, support proposals, and ensure alignment with Concentrix standards.


Responsibilities
  • Serve as the main point of contact for IT Solutions activities within the Sales and Solutions organization.
  • Design integrated IT and contact center solutions across infrastructure, security, network, voice, and service delivery.
  • Support presales and RFP activities with technical solution design and architecture.
  • Partner with clients to understand requirements and recommend the best-fit solutions.
  • Define solution requirements for telephony, IVR, CTI, SIP, routing, VLAN, and related technologies.
  • Validate solution designs with internal architecture, network, voice, server, and security teams.
  • Document project scope and high-level technical architecture for implementation teams.
  • Drive service delivery best practices and continuous improvement.
  • Complete all assigned, mandatory training within the timeframe provided.
  • Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications
  • 5+ years of experience in contact center solutions or services.
  • Experience in solution architecture in a multi-channel environment.
  • Strong knowledge of networks, telephony, security, and application services.
  • Experience with cloud-based contact center platforms such as Amazon Connect, NICE CXOne, or Genesys Cloud.
  • Knowledge of digital technologies such as IVR automation, NLP, analytics, and bots.
  • Strong communication, problem-solving, and stakeholder management skills.
  • Ability to work across cross-functional and global teams.
  • Bachelor’s degree in Computer Science or a related field preferred.

Location:

SEN Ngor Dakar - Pointe des Almadies En face King Fahd Palace TF N°284/NGA

Language Requirements:

English, French

Time Type:

Full time2026-10-14

About Webhelp

Webhelp Careers

Joining Webhelp presents a prime opportunity to be part of a diverse team of professionals, where innovation and leadership in the customer experience industry are redefined daily. Webhelp stands as a beacon of growth and professional development, offering a plethora of job opportunities across various sectors.

Work You’ll Do

At Webhelp, the focus is on empowering employees to master their career paths with robust support systems and resources. The company fosters a culture where skill development and leadership are paramount, ensuring that every team member can thrive in their chosen career trajectory.

Explore Job Opportunities and Growth

Webhelp is dedicated to providing a dynamic work environment with ample opportunities for professional growth through job positions in multiple disciplines. Whether looking for an entry-level position or a more senior role, Webhelp offers a path that caters to diverse career aspirations and skills.

Internship Programs

Start with a solid foundation through Webhelp’s internship programs. These positions are designed to offer real-world experience in a nurturing environment, preparing interns for full-time employment with hands-on learning and networking opportunities.

Innovative Work Environment

Innovation is at the core of Webhelp’s operations, driving the company to stay ahead in providing cutting-edge solutions for customer engagement and support. Employees at Webhelp are encouraged to bring fresh ideas to the table, fostering an environment where creativity and innovation are rewarded.

Diversity and Inclusion

Webhelp is committed to creating a workplace that reflects the diversity of the communities it serves. The company’s diversity training ensures that all employees feel valued and understood, contributing to a richer, more inclusive workplace.

Benefits and Culture

The benefits at Webhelp go beyond traditional employment perks. Employees enjoy a supportive and inclusive culture, comprehensive health benefits, and programs designed to promote work-life balance. This supportive environment ensures that every team member’s well-being is a priority.

Leadership and Professional Development

Leadership at Webhelp is about inspiring and facilitating growth. With access to cutting-edge training and development programs, employees are equipped to take on leadership roles, driving the company and their careers forward.

Career Advancement

Webhelp believes in nurturing talent from within. Career advancement is a key focus, with numerous employees rising through the ranks to take on more significant challenges and leadership roles. The company supports career progression through continuous learning and development opportunities.

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Prepare for Your Interview

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