Lead Solution Architect

Job Responsibilities

Architectural Leadership & Strategy

• Define and own the solution architecture standards, frameworks, and best practices for contact center and CX solutions. This is in addition to new IT wide solutions that need to follow architecture practices and methodologies.
• Ensure architectural consistency, quality, and compliance across all proposed solutions.
• Drive long-term architectural roadmap alignment with business strategy and market trends.
• Act as the final technical authority for complex or strategic solution designs.

Presales Leadership & BIDs/RFPs

• Lead the technical presales function for strategic opportunities, including large-scale BIDs, RFPs, and RFIs.
• Oversee solution design, technical proposals, architecture diagrams, and compliance matrices.
• Ensure all proposed solutions balance customer requirements, technical feasibility, delivery readiness, and commercial viability.
• Support pricing strategies by aligning architectural scope, assumptions, and dependencies with commercial models.

Customer & Stakeholder Engagement

• Serve as the senior technical point of contact for key customers, executive stakeholders, and partners.
• Lead technical workshops, architecture deep dives, and solution validation sessions with customers.
• Build long-term trusted advisor relationships by providing consultative, business-aligned technical guidance.

Team Leadership & Capability Development

• Lead, mentor, and develop the Solutions Architecture team, including Solutions Architects and junior architects.
• Define roles, responsibilities, and development plans for architecture resources.
• Conduct technical reviews, design validations, and knowledge-sharing sessions.
• Foster a culture of architectural excellence, collaboration, and continuous learning.

Governance, Quality & Risk Management

• Ensure solutions are designed with scalability, security, reliability, performance, and cost-effectiveness in mind.
• Identify technical risks, dependencies, and constraints early in the solutioning process and define mitigation strategies.
• Ensure compliance with internal IT policies, security standards, and industry best practices.

Knowledge Management & Market Awareness

• Oversee the creation and maintenance of presales technical collateral, reference architectures, whitepapers, and best-practice guides.
• Stay current with industry trends, emerging technologies, and competitor offerings in the contact center and CX space.

Provide insights and recommendations to senior leadership regarding technology adoption and strategic investments.

Technical Skills Required:

Contact Center & CX Architecture

• Enterprise contact center platforms (cloud, on-prem, hybrid).
• Voice technologies: IP Telephony, VoIP, SIP, IVR, call routing, recording, WFO.
• Digital channels: Chat, email, messaging platforms, social media, chatbots, omnichannel routing.
• CRM integrations, analytics, reporting, and workforce tools.

Architecture & Integration

• End-to-end solution architecture design (conceptual, logical, and high-level physical).
• API-based integrations, middleware, and third-party systems.
• High availability, redundancy, disaster recovery, and security architecture.

Infrastructure & Cloud

• Strong understanding of cloud architectures (AWS, Azure, or equivalent).
• Networking fundamentals (QoS, latency, security considerations for real-time communications).
• Virtualization and platform scalability concepts.

Presales & Leadership

• Technical proposal development and architecture storytelling.
• Stakeholder management and executive-level communication.
• Technical governance, design authority, and risk management.

Qualification Needed:

• 7-9 years of experience in solution architecture, technical presales or solutions design TOGAF Foundation certificate is preferred.
• Bachelor's Degree in Computer Science, Information Systems, or related fields 
• B2 English profile