Job Summary

Owns the contact center transformation lifecycle end-to-end - presales and opportunity shaping, greenfield CCaaS architecture, brownfield/legacy platform migration, and program governance through steady-state delivery for large multi-industry engagements, with a roadmap toward AI-led, self-service customer experience.

Key Responsibilities

- Lead presales engagements - RFP/RFI response, CX solution architecture, effort estimation and commercial shaping - and present win themes to executive level stakeholders.
- Own end-to-end solution design across omnichannel routing, IVR/conversational AI, workforce management, quality management and CRM integration.
- Define the roadmap toward AI-led contact centers - conversational AI/virtual agents, agent-assist, real-time analytics and self-service automation.
- Lead large-scale brownfield contact center modernization and legacy PBX/ACD-to-cloud migrations with minimal service disruption across multi-vendor environments.
- Own integration strategy across CRM, WFM and telephony platforms, including data migration and cutover/rollback planning.
- Own delivery governance for multi-year, multi-workstream transformation programs - scope, schedule, risk, quality and financials.




- Act as single technical point of accountability across design, build, test and operate phases, coordinating L1/L2/L3 delivery teams.
- Establish and track program KPIs/SLAs (AHT, CSAT, FCR), steering committee reporting and executive dashboards.
- Mentor solution/delivery leads and build reusable accelerators, frameworks and playbooks across engagements.

Technical Skills Tools

- CCaaS Platforms
- Genesys Cloud/PureConnect, NICE CXone, Amazon Connect, Cisco Contact Center (CCE/Webex CC), Five9, Avaya

- Conversational AI / IVR

- Google Dialogflow, Amazon Lex, Genesys/NICE Bots, Nuance

- CRM Integration

- Salesforce Service Cloud, ServiceNow CSM, Microsoft Dynamics 365

- Workforce / Quality Management

- NICE WFM, Verint, Calabrio

- Analytics Reporting

- Power BI, Tableau, native CCaaS analytics

- Program Delivery

- Agile/Scrum, SAFe, MS Project, Jira, Confluence, PMP/Prince2 practices

Primary Skills Cisco Contact Centre Solution Architect/Lead, Cisco Contact Centre, UCCE/UCCX, CVP, UCM;

WebEx is optional

- Candidates should have strong solution architecture, implementation, troubleshooting, and leadership experience. Pre-sales/proposal experience is valuable to have.

📌 Contact Center Solution Architect (Gurugram)
🏢 Capgemini
📍 Gurugram