Revel IT
OUR GOAL:
Treat our consultants and clients the way we would like others to treat us!
Interested in joining our team? Check out the opportunity below and apply today!
A Solution Architect is needed for a contract opportunity in Columbus, Ohio. This role will be hybrid on regular days, onsite on project travel weeks from Monday through Thursday.
Typical Deliverables
- CCaaS solution and integration architecture diagrams
- Call flow and routing design documentation
- Non‑functional requirement definitions
- Architecture decision records (ADRs)
- Risk and dependency assessments
Where This Role Typically Engages
- CCaaS platform selection and onboarding
- Requirements and design workshops
- Vendor solution validation
- Design reviews and change control
- Go‑live readiness and transition to operations
Required Skills & Experience
CCaaS & Contact Center Expertise
- Hands‑on experience designing or implementing CCaaS platforms (e.g., NICE CXone, Genesys Cloud, Amazon Connect, Five9)
- Strong understanding of contact center operations, call routing, IVR, and digital engagement
- Experience with agent desktop design and supervisor workflows
Technical & Architectural Skills
- Solution architecture experience across cloud, SaaS, integrations, and data
- API‑based integration and event‑driven architecture experience
- Knowledge of identity, security, and compliance in SaaS environments
- Familiarity with reporting, analytics, and contact center KPIs
Professional Skills
- Strong stakeholder communication and facilitation skills
- Ability to translate business needs into technical solutions
- Comfortable operating in large, complex enterprise programs
- Ability to influence decisions without direct authority
Education & Certifications
- Bachelor’s degree in Information Technology, Computer Science, or related field
- CCaaS or cloud certifications preferred (vendor‑specific or cloud platform)
- Architecture or IT service management certifications a plus
Responsibilities:
- CCaaS Architecture & Design
- Design end‑to‑end CCaaS solution architecture including:
- Voice, IVR, ACD, routing, and call flows
- Digital channels (chat, email, SMS, social, messaging)
- Agent desktop and supervisor experience
- Workforce engagement, quality, and analytics (as applicable)
- Define logical and physical architectures across CCaaS, integrations, data, and infrastructure
- Ensure designs align with enterprise standards for security, identity, resiliency, and compliance
- Business & Contact Center Alignment
- Partner with Contact Center Operations, Customer Experience, and IT stakeholders to understand:
- Functional requirements (use cases, personas, call flows)
- Non‑functional requirements (availability, performance, DR, scalability)
- Translate operational needs into technical designs that support current and future business states
- Support workshops, requirement reviews, and design sessions with business and vendor teams
- Platform & Integration Architecture
- Lead architecture for integrations between CCaaS and enterprise systems such as:
- CRM (e.g., Salesforce)
- CIS / Billing systems
- Identity and access management
- Data & analytics platforms
- Define API, event, and data integration patterns (real‑time and batch)
- Evaluate and recommend platform features, add‑ons, and third‑party tools
- Delivery & Governance
- Act as the design authority for CCaaS across program phases (design, build, test, deploy)
- Review and approve solution designs, call flows, and integration approaches
- Identify technical risks, dependencies, and constraints; recommend mitigation strategies
- Support change control, architecture reviews, and decision forums (e.g., design authority, CCB)
- Non‑Functional & Operational Readiness
- Define and validate non‑functional requirements including:
- High availability and disaster recovery
- Security, privacy, and regulatory compliance
- Performance, scalability, and capacity planning
- Ensure solutions are supportable, operable, and aligned with IT operations and monitoring models
- Documentation & Continuous Improvement
- Maintain architecture artifacts, diagrams, and decision records
- Document CCaaS standards, patterns, and reusable components
- Stay current on CCaaS vendor roadmaps and industry best practices
- Recommend continuous improvements to improve customer and agent experience
Reference: 1052107
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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To apply for this job please visit www.revelit.com.
