Company Profile: Job Title: CCaaS Solution Architect

Position: Associate Consultant

Experience: 8+ yrs

Category: IT Infrastructure

Main location: Bangalore/Chennai/Hyderabad/Mumbai/Pune

Position ID: J0126-2095

Employment Type: Full Time

Job Description : Role Overview

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.

Required Skills & Experience

Technical Skills





- 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.).

Soft Skills

- Robust analytical and problem-solving skills.
- Excellent communication and presentation abilities.
- Ability to work in cross-functional teams and manage multiple priorities.
- Strategic thinker with attention to operational detail.

Preferred Qualifications

- Certifications in CCaaS platforms (e.g., Genesys Cloud Architect, Amazon Connect Practitioner).
- ITIL, TOGAF, or similar architecture framework certifications.
- Experience in banking, insurance, or regulated industries.

Behavioural Competencies: Proven experience of delivering process efficiencies and improvements Clear and fluent English (both verbal and written) Ability to build and maintain efficient working relationships with remote teams Demonstrate ability to take ownership of and accountability for relevant products and services Ability to plan, prioritize and complete your own work, whilst remaining a team player Willingness to engage with and work in other technologies





CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs. Life at CGI: It 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 innovative 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

Your future duties and responsibilities

Required qualifications to be successful in this role

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

📌 Ccaas Solution Architect (Bengaluru)
🏢 CGI
📍 Bengaluru