Solution Architect CCaaS

Position Description:

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title: Solution Architect - CCaaS

Position: Lead Analyst

Experience: 6 yrs

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0226-0365

Employment Type: Full Time

Qualification: Bachelors degree in Computer Science or related field or higher with minimum 3 years of relevant experience.

Job Description:
Role Overview
We are seeking an experienced Contact Center Solution Architect to design implement and optimize enterprise-grade contact center and telephony solutions. The role involves end-to-end solution design integration with enterprise systems governance and collaboration with multiple stakeholders to ensure scalable reliable and secure CCaaS and telephony architectures.
The ideal candidate will have hands-on expertise in modern CCaaS platforms on-premise telephony systems cloud infrastructure and enterprise integrations along with strong stakeholder management and strategic thinking skills.

Your future duties and responsibilities:

Key Responsibilities
Solution Design & Architecture
Design and document end-to-end contact center and telephony solutions aligned with enterprise architecture principles and business needs.
Define integration patterns between CCaaS platforms (e.g. Genesys Cloud Amazon Connect NICE CXone Cisco Unified Contact Center Avaya Aura) and enterprise systems such as CRM middleware and workforce management tools.
Develop call flow designs IVR scripts routing strategies and interaction models.
Ensure scalability reliability and security in telephony and contact center architectures.
Translate business requirements into detailed technical design specifications.
Collaboration & Delivery
Work with project managers business analysts and developers to ensure alignment between solution design and implementation.
Partner with network and infrastructure teams to define telephony connectivity SIP trunking and QoS configurations.
Collaborate with vendors and third-party providers for CCaaS implementations or telephony integrations.
Support proof-of-concept (POC) and pilot deployments for new solutions.
Governance & Standards
Contribute to solution design governance and review processes.
Ensure compliance with security privacy and regulatory requirements (e.g. PCI PIPEDA GDPR).
Maintain architectural artifacts diagrams and documentation.


Required Skills & Experience
-Bachelors degree in Computer Science Information Technology Engineering or related field.
-58 years of experience in solution design systems integration or architecture within contact center or telephony environments.
-Strong understanding of CCaaS and on-premise contact center technologies (Genesys Amazon Connect Avaya Cisco NICE CXone).
-Hands-on experience with SIP VoIP SBCs IVR ACD CTI and call routing architectures.
-Knowledge of APIs web services and middleware for enterprise integrations.
-Familiarity with cloud infrastructure platforms (AWS Azure GCP).
-Experience integrating contact center solutions with CRM platforms (e.g. Salesforce Microsoft Dynamics 365 ServiceNow).
-Proficiency with call flow design and architecture documentation tools (Visio Lucidchart).
-Strong analytical problem-solving communication and stakeholder management skills.

Preferred Qualifications
-Certifications in CCaaS platforms such as Genesys Cloud Architect or Amazon Connect Practitioner.
-Experience with large-scale contact center modernization or cloud migration initiatives.
-Exposure to enterprise telephony strategy integration patterns and emerging contact center technologies.
Behavioural Competencies :
-Strong analytical and problem-solving skills.
-Excellent communication presentation and collaboration abilities.
-Ability to work effectively in cross-functional teams and manage multiple priorities.
-Strategic thinker with attention to operational and architectural detail.

Required qualifications to be successful in this role:

CGI is an equal opportunity addition CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.

Life at CGI:
It is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons
Come join our team one of the largest IT and business consulting services firms in the world

Skills:

• English

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.