Job Title: Solution Architect for Contact Center Solutions Location: Bangalore / Chennai/ Hyderabad Experience: 5- 8Years Category: Software Development/ Engineering Main location: Bangalore / Chennai/ Hyderabad Job ID: 0126-1756 Employment Type: Full Time

Your future duties and responsibilities

The Solution Designer - Contact Center & Telephony is responsible for designing end-to-end technical solutions that enable seamless, secure, and scalable customer interactions across voice and digital channels. This role focuses on defining architectures and integration patterns for modern Contact Center platforms, including Cloud Contact Center as a Service (CCaaS), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and related telephony infrastructure. The Solution Designer will collaborate closely with business stakeholders, architects, infrastructure teams, and vendors to ensure solutions meet business objectives, technical standards, and compliance requirements.

Key Responsibilities: Solution Design & Architecture

- Design and document end-to-end Contact Center and telephony solutions that align with enterprise architecture principles and business needs.
- Define integration patterns between CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, NICE CXone, Cisco, Avaya) and enterprise systems such as CRM, middleware, and workforce management tools.
- Develop call flow designs, IVR scripts, routing strategies, and interaction models.
- Ensure scalability, reliability, and security in telephony and contact center architectures.
- Translate business requirements into detailed technical design specifications.

Collaboration & Delivery

- Work with project managers, business analysts, and developers to ensure alignment between solution design and implementation.
- Partner with network and infrastructure teams to define telephony connectivity, SIP trunking, and QoS configurations.
- Collaborate with vendors and third-party providers on CCaaS implementations or telephony integrations.




- Support proof-of-concept and pilot deployments for new solutions.

Governance & Standards

- Contribute to solution design governance and review processes.
- Ensure compliance with security, privacy, and regulatory requirements (e.g., PCI, PIPEDA, GDPR).
- Maintain architectural artifacts, diagrams, and documentation.
- Recommend best practices and emerging technologies in contact center modernization.
- Strong understanding of CCaaS and on-prem contact center technologies (e.g., Genesys, Amazon Connect, Avaya, Cisco, NICE CXone).
- Experience with SIP, VoIP, SBCs, IVR, ACD, CTI, and call routing architectures.
- Knowledge of APIs, web services, and middleware for system integrations.
- Familiarity with cloud infrastructure (AWS, Azure, or GCP).
- Experience with CRM integrations (e.g., Salesforce, MS Dynamics, ServiceNow).
- Proficiency in call flow design tools and architecture documentation (Visio, Lucidchart, etc.). LI-SK38

Required qualifications to be successful in this role

Skills : Contact Centre, CCaaS Location : Bangalore / Chennai /Hyderabad Education : BE / B.Tech / MCA / BCA

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop creative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Solution Architect for Contact Center Solutions (Hyderabad)
🏢 CGI
📍 Hyderabad