CCaaS Architect

Job Title:  CCaaS Architect

Location:  – Orange, CT 06477

USC/GC only

CCaaS Architect (Contact Center as a Service):

Role: The CCaaS Architect is responsible for designing, delivering and evolving enterprise Contact Center as a Service solutions on modern cloud platforms including Amazon Connect. The role combines deep technical expertise across voice, digital, AI and integrations with strong client-facing consulting skills to translate business outcomes into scalable, secure and cost-optimized contact center architectures. 

This position leads architecture across Discovery, design, delivery and hypercare phases, and serves as the senior technical authority for HCLTech CCaaS engagements globally. 

Key Responsibilities 

Architecture and Solution Design 

• Own end-to-end architecture for CCaaS transformation programs including voice, digital, AI and integrations. 

• Design High-Level Designs (HLD), Low-Level Designs (LLD), reference architecture and technical solution documents. 

• Define target-state architecture for Amazon Connect Contact Center. 

• Design BYOC Premises, BYOC Cloud, hybrid coexistence and cloud-native deployments including Edge, SBC and telephony routing. 

• Architect integrations with CRM (Salesforce, Dynamics 365, ServiceNow), ERP (SAP), payment gateways, WEM, WFM and analytics. 

• Define non-functional requirements: availability, resilience, security, scalability, RTO/RPO, MOS, latency and jitter. 

AI, GenAI and Voice Bot Enablement 

• Design conversational AI and voice bot solutions using Genesys AI Experience, Amazon Lex, Dialogflow CX, Cognigy or Kore.ai. 

• Architect GenAI use cases with LLMs, Retrieval-Augmented Generation (RAG), agent assist, summarization and knowledge automation. 

• Define hallucination controls, prompt guardrails, safety monitoring, PII masking and human-in-the-loop escalation. 

• Establish AI governance including model lifecycle, prompt versioning, evaluation datasets and responsible-AI controls. 

Advisory 

• Drive client discovery workshops, current-state assessments and CCaaS platform selection. 

• Author Statements of Work (SOWs), effort estimates, sizing calculators and commercial models. 

• Deliver executive presentations, technology roadmaps, business cases and Total Cost of Ownership (TCO) analysis. 

• Present at client steering committees, industry forums and internal capability sessions. 

Delivery Governance and Technical Assurance 

• Provide architecture oversight across the delivery lifecycle: design, build, test, cutover and hypercare. 

• Chair Design Authority Boards, Solution Review Boards and Change Advisory Boards on CCaaS engagements. 

• Own architectural risk register and technical decision log; drive mitigations and trade-off decisions. 

• Guide delivery teams on IaC, CI/CD, DevOps, SRE, observability and hardening for CCaaS platforms.