Solutions architect – contact center (cloud & ai) (las rozas)

Ph3What you will do /h3pWe’re looking for a Solutions Architect to shape and evolve our integral cloud contact center ecosystem. You’ll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you’ll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance. /ph3Responsibilities /h3pbArchitecture Strategy: /b Design and own end-to-end architecture for our cloud contact center platform (CCaaS). Ensure solutions are scalable, secure, and aligned with business goals. Lead architecture reviews and guide technical decision-making. /ppbCollaboration Delivery: /b Translate business needs into practical, scalable solutions. Partner with engineering, infrastructure, and vendors to deliver outcomes. Support implementation planning and continuous improvements. /ppbInnovation Transformation: /b Evaluate new technologies (AI, automation, analytics, digital channels). Identify opportunities to enhance customer and agent experience. Contribute to the long-term roadmap and modernization strategy. /ppbAdvisory Leadership: /b Act as a trusted advisor to stakeholders. Proactively identify risks and recommend solutions. Influence the future direction of the contact center ecosystem. /ph3Qualifications /h3h3Required /h3ulliProven track of experience in contact center solution architecture, platform design and supporting enterprise contact center environments in multiple regions. /liliHands‑on experience with cloud contact center platforms (e.g. NICE, Amazon Connect, Genesys Cloud). /liliStrong understanding of IVR, ACD, VoIP, omnichannel routing and unified communications. /liliExperience with APIs, SIP and integrations. /liliFamiliarity with reporting, analytics and workforce management tools. /li /ulh3Preferred /h3ulliBachelor’s degree in computer science, information technology, engineering or a related field. /liliOverview of cloud telephony services. /liliExposure to AI, automation or digital engagement platforms. /li /ul /p #J-18808-Ljbffr