SENIOR COLLABORATION TECHNICAL ARCHITECT

We are seeking a highly experienced Senior Collaboration Technical Architect to lead the design, architecture, and technical strategy of enterprise collaboration, unified communications, contact center, and customer experience solutions.

Qualifications :

Required

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.
• Significant experience in Solution Architecture, Technical Architecture, Unified Communications, Collaboration Platforms, Contact Center, or Customer Experience technologies.
• Proven experience in enterprise solution design and technical consulting.

Preferred

• Vendor certifications across collaboration, UC, CC, and cloud technologies.
• Cloud platform certifications (Microsoft Azure, AWS, Google Cloud).
• Contact center and CX platform certifications.
• Architecture certifications such as TOGAF or equivalent.

This role is ideal for a seasoned technical expert with strong pre-sales, consulting, and solution architecture experience who can engage clients, understand business requirements, design scalable and secure solutions, and guide implementation teams to successful delivery. The successful candidate will serve as a trusted advisor to clients and internal stakeholders, transforming complex business challenges into practical, innovative, and future-ready technology solutions.

Key Responsibilities:

Solution Architecture & Design

• Design and architect enterprise collaboration, unified communications, contact center, and customer experience solutions aligned to business objectives.
• Translate business requirements into detailed technical architectures, designs, and implementation roadmaps.
• Evaluate and recommend collaboration platforms, UC technologies, and CX solutions that best meet client and business requirements.
• Develop scalable, secure, high-performing, and future-proof architecture solutions.
• Create solution architecture documentation, including:
• High-level and low-level designs
• Architecture diagrams
• Technical specifications
• Integration designs
• Implementation plans

Client Engagement & Pre-Sales

• Act as a trusted technical advisor throughout the sales lifecycle.
• Engage with customers to understand business and technical requirements.
• Lead solution workshops, discovery sessions, and technical presentations.
• Support business development teams in creating compelling technical proposals.
• Participate in:
• RFP and RFI responses
• Scope of Work (SoW) development
• Product and solution pricing exercises
• Proposal reviews and client presentations
• Produce executive summaries and technical recommendations for client stakeholders.

Enterprise Collaboration & Integration

• Active Directory / Entra ID
• CRM platforms
• ERP systems
• ITSM solutions
• Business applications
• Develop technical specifications for custom development and system integrations.
• Define API, web services, and data exchange requirements to support business workflows and automation.

Contact Center & Customer Experience Solutions

• Design and architect enterprise-grade contact center and CX solutions.
• Provide technical leadership across cloud and hybrid customer engagement platforms.
• Align customer experience solutions with operational, security, and business requirements.
• Support migration and transformation initiatives from legacy platforms to modern cloud-based services.

Governance, Compliance & Delivery Support

• Ensure architecture designs align with:
• Security best practices
• Data privacy regulations
• Organizational governance standards
• Take ownership of proposed solutions and transition them effectively to delivery teams for implementation.
• Provide technical oversight during implementation and deployment phases.
• Lead and manage customer Proof of Concept (POC) initiatives.
• Review, validate, and sign off on final solution designs and proposals.

Required Experience & Skills

Technical Expertise

• Deep knowledge of enterprise collaboration technologies, including:
• Advanced understanding of:
• Enterprise networking principles
• Network protocols and topologies
• Security architecture and controls
• Strong knowledge of:
• System architecture frameworks
• Software architecture principles
• Design patterns and best practices
• Expertise in enterprise integrations using:
• APIs
• REST/SOA services
• Data exchange protocols
• Identity and access management solutions

Contact Center & CX Technologies

Demonstrated experience designing and implementing solutions across one or more of the following platforms:

• Cisco Contact Center & Unified Communications
• Cisco Voice Solutions
• Genesys PureCloud (Genesys Cloud CX)
• NICE CXone
• Amazon Connect
• Microsoft Teams Voice
• Zoom Contact Center
• Alcatel-Lucent OmniPCX Enterprise
• Other enterprise-grade CC, UC, and CX platforms

Consulting & Pre-Sales Skills

• Proven pre-sales and technical consulting experience.
• Ability to engage confidently with executives, business leaders, and technical stakeholders.
• Strong requirements gathering, solution design, and proposal development capability.
• Experience presenting technical solutions to both technical and non-technical audiences.
• Ability to translate conceptual designs into practical, implementable solutions.

Problem Solving & Leadership

• Advanced troubleshooting and analytical skills.
• Strong decision-making capability in complex technical environments.
• Excellent stakeholder management and relationship-building skills.
• Ability to lead technical discussions and influence architecture decisions.
• Strong documentation and communication skills.