Company Profile:
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 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 cgi.com.
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
We are seeking a highly skilled CCaaS Solution Architect to design, implement, and optimize cloud-based contact center solutions. The ideal candidate will work closely with business stakeholders, product teams, and technical teams to translate business requirements into scalable, secure, and high-performing CCaaS architectures that enhance customer experience and operational efficiency.
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
• 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 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
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 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.