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Architect - Contact center

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

Key Responsibilities

Solution Architecture & Design - NY/NC

• Lead the design and implementation of cloud-based contact center solutions using platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Five9, or Cisco Webex Contact Center.

• Architect omnichannel experiences across voice, chat, messaging, email, and social channels.

• Design customer journeys, IVR flows, call routing strategies, and agent desktop experiences integrated with CRM and knowledge management systems.

• Define and validate architectures for AI/ML-driven use cases including Conversational AI, Voice Bots, Chatbots, Virtual Agents, and Sentiment Analysis.

• Ensure solutions are scalable, secure, high-performing, and compliant with regulatory standards

Leadership & Governance

• Establish and enforce architectural best practices, design standards, and governance processes across programs.

• Lead architecture assurance and review boards across transformation initiatives.

• Provide technical leadership to cross-functional teams including developers, engineers, BAs, and testers.

• Act as a trusted advisor to client stakeholders, translating business needs into technical outcomes.

Technology Strategy & Innovation

• Advise clients on modernizing their customer service ecosystems with cloud-first, AI-enabled, and automation-led strategies.

• Promote adoption of Workforce Engagement Management (WEM), Quality Monitoring, and Agent Assist capabilities.

• Evaluate and integrate emerging technologies such as generative AI, real-time speech analytics, and RPA.

• Lead POCs, vendor evaluations, and solution prototypes to accelerate innovation.

Program/Portfolio Engagement

• Serve as the lead architect across large-scale transformation programs in the contact center and customer service domain.

• Support pre-sales and business development with solution design, scoping, proposal writing, and client presentations.

• Define architecture roadmaps, transformation blueprints, and migration strategies for legacy-to-cloud transitions.

Required Skills & Experience

Technical

• Expertise in leading CCaaS platforms (Genesys Cloud, Amazon Connect, NICE, Five9, Cisco, Avaya).

• Strong knowledge of CRM and customer service platforms (Salesforce Service Cloud, MS Dynamics, ServiceNow CSM).

• Experience with Conversational AI platforms (Google Dialogflow, Amazon Lex, Nuance, IBM Watson).

• Deep understanding of CTI, IVR, SIP, WebRTC, screen pop, and call recording/monitoring.

• Familiarity with cloud platforms (AWS, Azure, GCP), contact center analytics, and unified communications.

• Experience with API-first architectures, RESTful services, middleware, and microservices.

Architecture & Methodology

• Proven experience leading architecture for global contact center transformation programs.

• Knowledge of Agile/SAFe delivery, DevOps integration, and CI/CD practices.

• Proficiency in architecture modeling tools and frameworks (TOGAF, ArchiMate, UML).

• Understanding of compliance requirements (PCI-DSS, HIPAA, GDPR) and security best practices.

Consulting & Leadership

• Strong business acumen and ability to engage with C-level executives and operations leaders.

• Experience managing architecture teams and influencing stakeholders across IT and business.

• Skilled in RFP responses, solution estimation, and proposal development.

Good to Have

• Certifications in Genesys Cloud, AWS Connect, Salesforce Service Cloud, or equivalent platforms.

• Experience in regulated or high-volume industries like Financial Services.

• Familiarity with contact center KPIs, operational metrics, and workforce planning tools"

Life at Capgemini

Life at CapgeminiCapgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible work

Healthcare including dental, vision, mental health, and well-being programs

Financial well-being programs such as 401(k) and Employee Share Ownership Plan

Paid time off and paid holidays

Paid parental leave

Family building benefits like adoption assistance, surrogacy, and cryopreservation

Social well-being benefits like subsidized back-up child/elder care and tutoring

Mentoring, coaching and learning programs

Employee Resource Groups

Disaster Relief

Salary Information

Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is $135549 to $176139

This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Disclaimer

DisclaimerCapgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant

Equal Employment Opportunity is the Law - CapgeminiEqual Employment Opportunity is the LawPrivate Employers, State and Local Governments, Educational Institutions, Employment Agencies and Labor

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

Ref. code: 253380

Posted on: Jun 5, 2025

Experience Level: Experienced Professionals

Contract Type: Permanent

Location:

New York, US

Brand: Capgemini

Professional Community: SaaS Solutions

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.