Technical Architect – CCaaS Application

Position Description:

Company Profile:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .

Job Title: Technical Architect CCaaS Application

Position: Senior Systems Engineer

Experience: 5 yrs

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0226-0130

Employment Type: Full Time

Qualification: Bachelors degree in computer science or related field or higher with minimum 3 years of relevant experience.

Position Description
Position Summary:
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.


Qualifications:
Education & Experience

. Bachelors degree in Computer Science Information Technology Engineering or related field.
. 58 years of experience in solution design systems integration or architecture within contact center or telephony environments.

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

. Strong 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 addition CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Pleas
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.

Skills:

• Cisco
• Integration Management
• VoIP
• VoIP
• VoIP

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.