Lead Solution Architect

Lead the design and implementation of enterprise contact center technologies, ensuring alignment with business objectives and IT strategy 
Drive technical decision-making for multi-channel contact center solutions, including routing, self-service, authentication, and fraud monitoring systems 
Evaluate and recommend technology solutions including Five9, Verint, Aceyus, Pindrop, Intradiem, and Neustar 
Design integration frameworks between contact center platforms and enterprise systems including Pega and ServiceNow
Lead engineering reviews and provide guidance on technical design decisions
Partner with architecture teams to assess new technologies and capabilities

Required Experience & Skills
8+ years of experience in solution architecture, with at least 4+ years focused on contact center technologies
Deep technical knowledge of omni/multi-channel contact center platforms and technologies 
Strong experience with at least three of the following technologies: Five9, Verint, Pindrop, Intradiem, Neustar 
Demonstrated experience in architecture design for workforce management, quality management, speech analytics, and desktop analytics solutions
Experience integrating contact center technologies with enterprise systems like Pega, ServiceNow, and back-office work management systems 
Strong understanding of authentication frameworks, fraud monitoring, and security principles for contact centers
Experience with API design, microservices architecture, and integration patterns 
Excellent communication skills with the ability to articulate complex technical concepts to both technical and non-technical audiences 
Bachelor's degree in Computer Science, Information Technology, or related field; advanced degree preferred

Preferred Qualifications
Experience with cloud-based contact center solutions and migration strategies
Knowledge of Pega/ServiceNow platform integration with contact center technologies 
Experience with agile development methodologies and DevOps practices
Certifications in relevant technologies (Five9, Verint, etc.) or architecture frameworks (AWS, Azure)
Experience in financial services or insurance industry