A leading organization in the insurance and financial services sector is undertaking major initiatives to enhance and modernize its customer engagement and communication platforms. To support this transformation, the company is looking for an experienced Solution Architect – Contact Center & Telephony to design and evolve scalable, innovative, and future-ready solutions across its customer interaction ecosystem.
Responsibilities
- Design end-to-end Contact Center and Telephony solutions that align with business and technology objectives.
- Collaborate with business stakeholders to gather requirements and translate them into scalable architectural solutions.
- Define and support integrations between Contact Center platforms and internal or external systems.
- Contribute to the implementation of new capabilities, including AI-driven features, automation, and conversational technologies.
- Ensure proposed solutions are maintainable, reliable, secure, and aligned with enterprise architecture standards.
- Work closely with technical teams, business teams, and other architects throughout the solution lifecycle.
Qualifications and Skills
- Proven experience as a Solution Architect within Contact Center and/or Telephony environments.
- Strong understanding of Contact Center architectures, technologies, and integration patterns.
- Demonstrated ability to translate business requirements into technical and architectural solutions.
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders.
- Experience with Contact Center platforms such as Genesys is highly desirable.
- Knowledge of AI-powered Contact Center capabilities, Voice Bots, conversational AI, and intelligent automation is considered a strong asset.
Halian Group
With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.
Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.
At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.
