Solution Architect Contact Center Transformation jobs in United States
cer-icon
Apply on Employer Site
company-logo

Tata Consultancy Services · 2 days ago

Solution Architect Contact Center Transformation

positionLas Vegas, NV
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
money$136K/yr - $211K/yr
date10+ years exp

Tata Consultancy Services is seeking a Solution Architect for Contact Center Transformation. The role involves leading solution development and architectures for enterprise-scale Contact Center transformations, focusing on CCaaS platforms and omnichannel engagement solutions.

Business Information SystemsConsultingInformation TechnologyIT Management
check
H1B Sponsor Likelynote

Responsibilities

Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement
Design IVA/Conversational AI, Agent Assist, and analytics solutions
Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/SBC
Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR
Lead orals, solution governance, and vendor management
Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR)
Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost)
Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach
Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics
Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable
Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views
Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot → scale roadmaps
Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS
Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning
Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve
Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights)

Qualification

Genesys Cloud CXAmazon ConnectNICE CXoneFive9IVA/Conversational AICRM integrationWEM/WFOSpeech/Text analyticsSecurity complianceClient-facing skillsOrals leadershipVendor managementProduct thinkingExecutive presenceCross-functional leadership

Required

10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale
Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flex—incl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance)
Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9
IVA/Conversational AI, GenAI agent assist, and speech/text analytics
CRM/ITSM integration, WEM/WFO, and automation experience
Strong client-facing and orals leadership skills
BACHELOR OF COMPUTER SCIENCE

Preferred

CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing)
WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling
Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration
Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL
Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL
Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration
Executive presence; crisp storyteller for orals/steerco
Product thinking: MVP first, then scale with telemetry-driven improvements
Strong vendor management and cross-functional leadership

Company

Tata Consultancy Services

twittertwittertwitter
Glassdoor3.8
company-logo
Tata Consultancy Services is a business solutions company that specializes on information technology services and consulting.
dateFounded in 1968
location
Mumbai, Maharashtra, IND
people-size10001+ employees
web-link
http://www.tcs.com

H1B Sponsorship

Tata Consultancy Services has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7880)
2024 (9690)
2023 (8537)
2022 (11159)
2021 (9813)
2020 (11984)

Funding

Current Stage
Public Company
Total Funding
unknown
2004-08-25IPO

Leadership Team

leader-logo
K. Krithivasan
Chief Executive Officer & Managing Director
linkedin
leader-logo
Aarthi Subramanian
President and Chief Operating Officer

Recent News

Business Standard India
TCS Q3 preview: Overseas business seen driving revenue, profit growth
2026-01-09
Livemint.com
TCS, Tata Motors PV to Trent: Tata group stocks lose ₹5 lakh crore m-cap in a year — Check top laggards
2026-01-07
Trak.in - Indian Business of Tech, Mobile & Startups
TCS Is Reboting Itself To Become AI-First Tech Organization
2026-01-06
Company data provided by crunchbase