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Job Details

Contact Center Management - Arch
Position Summary
The Senior Architect serves as the embedded delivery architect supporting the Salesforce Contact Center Management delivery team. This role translates service-domain direction and enterprise architecture standards into solution designs and executable delivery plans for complex customer-engagement and contact-center initiatives.
The role maintains architectural integrity across Salesforce, omnichannel engagement, telephony, CCaaS, integration, data, security, and operational considerations. The Senior Architect remains engaged throughout implementation to resolve technical decisions and ensure the delivered solution provides a reliable, scalable,



and supportable experience.
Key Responsibilities
• Translate the Principal Architect’s service-domain strategy, target architecture, standards, and guardrails into project-level contact-center solution designs.
• Lead architecture design for initiatives supported by the Contact Center Management delivery team.
• Define solution interactions across Salesforce, digital engagement channels, routing capabilities, telephony and CCaaS platforms, integrations, data services, security controls, and operational support processes.
• Decompose large contact-center solutions into sequenced, workable technical deliverables with clear dependencies, boundaries, ownership, and implementation guidance.
• Work with Product Owners, Business Analysts, Engineering Leads, Technical Leads, and external technology partners to convert architecture into Jira epics, enablers, stories, and delivery milestones.
• Defin

📌 Lead Engineer, Systems Engineering(Salesforce Architect) (Pune)
🏢 Cencora
📍 Pune