Description
The System (CCaaS)Solutions Architect is responsible for the strategic design, leadership, and delivery of enterprise Contact Center as a Service (CCaaS) solutions. This role combines deep technical architecture expertise with team leadership and cross‐functional collaboration to ensure the CCaaS platform meets business objectives, customer experience expectations, and operational requirements.
The role provides end‐to‐end ownership of the CCaaS platform, including architecture, roadmap planning, development oversight, system integration, and vendor coordination. The System Solutions Architects works with CCaaS
developers and engineers while acting as a trusted technical advisor to business and technology stakeholders.
Key Responsibilities
Platform Strategy and Roadmap
- Develop and execute the CCaaS platform roadmap, ensuring alignment with business goals, customer needs, and technology strategy.
- Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies.
- Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies.
- Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements.
Solution Architecture, Development & Operations
- Oversee the architecture, design, development, implementation, and ongoing maintenance of the CCaaS platform.
- Ensure solutions meet enterprise standards for reliability, scalability, security, and performance.
- Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues.
- Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms (e.g., Salesforce, Microsoft Dynamics) and other third‐party applications.
- Ensure best practices in IVA design, datastores, call flows, routing strategies, and omnichannel customer journeys.
- Lead Agile delivery practices, including sprint planning, stand‐ups, reviews, and retrospectives, to ensure timely and high‐quality delivery.
Vendor and Stakeholder Management
- Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards.
- Act as a key liaison between development teams, architects, operations, and internal business stakeholders.
- Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones.
- Support governance, technical decision‐making, and long‐term platform planning activities.
Qualifications
Education
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
Experience
- 4-6 years of experience in information technology or engineering environments.
- Proven experience with Contact Center as a Service (CCaaS) platforms such as Genesys Cloud, NICE CXone, Amazon Connect, or Five9.
- Strong background in telephony and network infrastructure, including SIP, VoIP, call routing, and contact center architecture.
- Experience integrating CRM platforms and enterprise systems with contact center solutions.
- Working experience with implementing , creating , designing IVA solutions
- Working experience with work force management ( verient)
Skills and Technical Competencies
- Strong leadership and people‐management skills with the ability to motivate and develop technical teams.
- Excellent communication, interpersonal, and stakeholder‐management skills.
- Proficiency in Agile development methodologies.
- Deep understanding of IVR design, call flows, and omnichannel communication strategies.
- Broad architectural knowledge covering cloud, hybrid, and enterprise environments.
- Familiarity with Workforce Management (WFM), Quality Management (QM), and contact center analytics is an advantage.
- Strong analytical, problem‐solving, and decision‐making capabilities.
Key Attributes
- Strategic thinker with strong execution focus.
- Customer‐centric mindset with a passion for improving customer experience.
- Results‐driven, accountable, and comfortable operating in complex enterprise environments.
- Collaborative leader who influences across business and technology teams.
#LI-Hybrid
FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all
Our Company
FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World's Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.
Our Philosophy
The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.
Our Culture
Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace.
Equity, Opportunity & Diversity (EO&D)
Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness, and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all aspects in the job description as you could be exactly who we need for this or another opportunity.
We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, or any other characteristic protected under international and national laws and regulations. We reasonably accommodate team members and third parties to ensure equal access, inclusion, and fairness across all protected characteristics.