Principal Architect – Solutions Architect

Role Overview

• Serve as a subject matter expert in Contact Center technologies, providing credible and innovative solutions to internal and external stakeholders
• Translate customer business requirements into comprehensive, end-to-end technology architectures and actionable solution designs
• Create compelling solution designs to meet or exceed customer expectations and requirements
• Take designs through the approval processes (Peer Review, IQ Board, SOAR, DLM…)
• Create both internal and external documentation on the design that can be used as part of the selling motion (external) and for the hand-off to the implementation teams (Internal)
• Collaborate closely with the CEx Specialist sellers and Core account teams to shape and deliver sellable and implementable solutions, ensuring alignment with our internal processes and standards
• Deliver engaging live demonstrations and technical workshops that showcase our portfolio's capabilities and value proposition
• Act as a trusted advisor to customers by deeply understanding their communication needs and aligning technology solutions with their desired business outcomes
• Maintain a primary area of expertise while cultivating broad technical knowledge across key platforms and vendors
• Continuously explore and assess emerging technologies (e.g., conversational AI, digital service, analytics, voice and video communications) to enhance customer engagement strategies
• Create high-quality solution documentation, including architectural diagrams, proposals, and presentations.

Requirements

• Bachelor’s degree or four or more years of work experience
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience
• Proven experience as a Solution Architect or Sales Engineer in the Contact Center space
• Ability to understand and align solutions with different market segments and audiences
• Understands both business and technical aspects, as well as different sales motions for various market segments and their specific audiences
• Demonstrated expertise in at least one major Calling platform (e.g., Cisco UC, Webex Calling, Microsoft Teams Calling)
• Strong understanding of cloud communications, telephony, SIP, IVR, omnichannel routing, workforce engagement, and customer experience design
• Working knowledge and experience around integrating with Contact Center/CCaaS environments
• Exceptional communication, presentation, and interpersonal skills.

Tech Stack

• Cloud

Benefits

• medical, dental, vision
• short and long term disability
• basic life insurance
• supplemental life insurance
• AD&D insurance
• identity theft protection
• pet insurance
• group home & auto insurance
• 401(k) savings plan
• up to 8 company paid holidays per year
• up to 6 personal days per year
• paid parental leave
• adoption assistance
• tuition assistance