Architect - Contact center

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. This role is for an Architect - Contact Center position, requiring expertise in leading CCaaS platforms and strong knowledge of CRM and customer service platforms.

Requirements

• Expertise in leading CCaaS platforms (Genesys Cloud, Amazon Connect, NICE, Five9, Cisco, Avaya)
• Strong knowledge of CRM and customer service platforms (Salesforce Service Cloud, MS Dynamics, ServiceNow CSM)
• Experience with Conversational AI platforms (Google Dialogflow, Amazon Lex, Nuance, IBM Watson)
• Deep understanding of CTI, IVR, SIP, WebRTC, screen pop, and call recording/monitoring
• Familiarity with cloud platforms (AWS, Azure, GCP), contact center analytics, and unified communications
• Experience with API-first architectures, RESTful services, middleware, and microservices
• Proven experience leading architecture for global contact center transformation programs
• Knowledge of Agile/SAFe delivery, DevOps integration, and CI/CD practices
• Proficiency in architecture modeling tools and frameworks (TOGAF, ArchiMate, UML)
• Understanding of compliance requirements (PCI-DSS, HIPAA, GDPR) and security best practices
• Strong business acumen and ability to engage with C-level executives and operations leaders
• Experience managing architecture teams and influencing stakeholders across IT and business
• Skilled in RFP responses, solution estimation, and proposal development

Benefits

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief