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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand and a generalist architect title increase applicant density but role is specialized.
Core architecture skills transfer across industries, but contact-center SaaS specialization raises domain specificity.
No explicit years or mandatory certs, but architecture and contact-center expertise create moderate filtering.
Job Description
Structured overview of role & requirementsAbout This Role
Own product requirements creation and systems specification verification for Contact Center and Omnichannel technologies including WFM, Call Recording, and Email/Chat integration.
Support vendor collaborations and work with product owners and development teams to ensure architectural compliance and quality through the development lifecycle.
Define and develop solution architecture including application designs consistent with SOA principles and communicate architectural impacts to stakeholders.
Minimum Requirements
Experience managing interactions across multiple channels including call center technologies and Omnichannel services (Teams, SMS, Email, Chat).
Working knowledge of SaaS solutions, Contact Center domain, and tools like JIRA and ServiceNow (SNOW).
Experience with creating and maintaining structured system documentation and translating business requirements into technical specifications.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Experienced in solution architecture within contact center environments with a clear understanding of integrating multiple channel services.
Capable of detailed design and low-level architectural decision-making consistent with SOA and able to define evolution paths for solutions.
Strong communicator able to facilitate transparent stakeholder communication and support collaborative problem-solving across teams and vendors.