Domain Architect - Contact Center

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Why WWT

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does for our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits, and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution, and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

What is the Solutions Consulting & Engineering Team and why join?

Solutions Consulting & Engineering is an organization that is customer-focused and solutions-led. We deliver end-to-end and emerging solutions to drive customer satisfaction and increase profitability and growth. Our world-class management consulting, delivery excellence, and engineering brilliance enable our success. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer’s problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients’ most complex challenges.

The role

The Domain Architect — Contact Center is the senior technical authority on multi-vendor contact center solutions, with deep, hands‑on expertise across Genesys and Cisco platforms (on‑prem and cloud). You will own enterprise design, technical oversight, and delivery quality for our largest customer engagements — translating business outcomes into reference architectures, accelerating sales cycles, and unblocking delivery teams when complex problems arise.

What You Will Do

• Lead enterprise design for contact center transformations — produce High-Level and Low-Level designs aligned to WWT and customer documentation standards.
• Translate business requirements into technical architecture decisions across voice, digital, routing, WEM, and AI layers.
• Partner with sales and pre‑sales to scope opportunities, lead technical discovery, and contribute to Statements of Work and level‑of‑effort estimates.
• Provide technical oversight across the project lifecycle — schedules, dependencies, MOPs, and escalation support.
• Design and build call flows, routing strategies, and IVR / conversational experiences (e.g., Genesys Architect, Cisco ICM/CVP).
• Mentor engineers and consultants; raise the technical bar across the practice.
• Represent WWT in customer‑facing executive and architecture conversations.

Experience

• 10+ years designing and deploying enterprise contact center solutions.
• Deep hands‑on expertise in at least one of Genesys or Cisco, with strong working knowledge of the other.
• Strong foundation in contact center operations: routing, WFM, QM, reporting, and customer journey design.
• Excellent written, verbal, and executive-level presentation skills.

Genesys technical depth

• Genesys Cloud CX — administration, Architect flow design, queues/skills/routing, scripting, data actions, and API integrations.
• Migration paths from Genesys Multicloud CX / PureConnect to Genesys Cloud CX.
• Genesys WFM and Quality Management — Speech & Text Analytics and Interaction Recording.
• Genesys AI — Agent Assist, Predictive Engagement, Predictive Routing, and bot flows (Dialog Engine, Google CCAI, Amazon Lex).
• AppFoundry integrations, Open Messaging, and Web Messaging deployments.
• Reporting and analytics — Pulse, Performance/Analytics views, and data export to BI tools.
• PSTN connectivity — BYOC Cloud, BYOC Premises, Genesys Cloud Voice, and SIP trunk integration.

Cisco technical depth

• Webex Contact Center (WxCC) and Webex Connect.
• Unified Contact Center Enterprise (UCCE), Packaged CCE (PCCE), and Unified Contact Center Express (UCCX).
• Cisco ICM, CVP, CVP Unified Call Studio, CUIC, and Finesse.
• Outbound option and Contact Center AI.

Integrations And Adjacent Skills

• WEM/QM/recording platforms — Verint, Calabrio, NICE, Acqueon.
• Conversational AI — Google CCAI, Amazon Lex, Microsoft Copilot Studio, Cognigy.
• CRM integrations — Salesforce Service Cloud, ServiceNow, Microsoft Dynamics.
• API and data — REST/SOAP, webhooks, SQL, and database integrations.

Certifications (preferred — One Or More)

• Genesys Cloud CX Certified Professional, Certified Architect, or Certified Developer.
• Cisco Certified Specialist - Collaboration Contact Center Implementation, or CCNP Collaboration with Contact Center concentration (CCIE Collaboration a strong plus).
• Cloud platform certifications (AWS, Azure, or GCP) at Associate level or higher a plus.

Other

• Bachelor's degree, or 10+ years of equivalent experience delivering contact center solutions in a professional services environment.
• 25-30% travel.

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $110,000.00 to $160,000.00 annually. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base pay.

The well‑being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full‑time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

If you have any questions or concerns about this posting, please email Ver el correo electrónico en click.appcast.io.