Solutions Architect - Client Experience

Solutions Architect - Client Experience

Job Overview

Our client is seeking an experienced Solutions Architect specializing in Client Experience to join their small team of three individual contributor architects. In this pure architecture role, you will serve as the subject matter expert (SME) for a dedicated portfolio of client experience solutions, focusing on innovative designs that enhance customer interactions and drive business value. This is not an engineering or hands-on development position—your focus will be on high-level solution architecture, stakeholder engagement, and strategic innovation beyond routine maintenance or incremental improvements.

You will act as the primary point of contact for solution-related discussions, bridging IT and business teams without relying on direct authority. The ideal candidate thrives in a highly regulated environment and is passionate about delivering transformative client experience architectures.

We are open to relocation assistance for exceptional candidates.

Key Responsibilities

• Design and architect innovative client experience solutions, emphasizing Contact Center as a Service (CCaaS) platforms integrated with CRM systems.
• Serve as the go-to SME for your assigned domain within the client experience ecosystem, collaborating with the other two Solutions Architects on the team.
• Engage directly with business stakeholders to gather requirements, translate technical concepts into business value, and negotiate solutions that align with strategic goals.
• Influence cross-functional teams (IT, business, compliance) through effective communication and thought leadership, acting as the primary interface for architectural decisions rather than escalating to IT leadership or PMO.
• Ensure solutions comply with stringent regulatory requirements, including consumer protection laws and multinational information security standards.
• Drive innovation in client experience architectures, focusing on scalable, forward-thinking designs rather than solely maintenance or small enhancements.
• Develop architectural roadmaps, reference designs, and documentation to guide implementation teams.
• Evaluate and recommend technologies, integrations, and best practices to optimize client interactions across channels.

Required Qualifications

• Proven experience with CCaaS platforms (e.g., Genesys preferred; experience with others such as NICE, Amazon Connect, or Five9 considered) and CRM systems (e.g., Salesforce preferred; experience with others welcome).
• Demonstrated expertise in stakeholder communication and negotiation, with a track record of translating complex technical solutions for non-technical business audiences and influencing outcomes without formal authority.
• Hands-on architectural experience in highly regulated industries, such as financial services, healthcare, or similar, with a focus on navigating consumer protection regulations, data privacy (e.g., GDPR, CCPA), and multinational information security compliance.
• Strong ability to act as the primary point of contact for solutions architecture in a collaborative, matrixed environment.

Preferred Qualifications

• Experience designing and implementing Customer 360 or unified client view programs.
• Background in omnichannel client experience strategies, including voice, digital channels, and AI-driven interactions.
• Relevant certifications (e.g., Genesys Certified Professional, Salesforce Certified Technical Architect, or similar).

What We Offer

• A collaborative, innovative environment on a compact team of peer experts.
• Opportunity to own and shape a critical domain in client experience architecture.
• Competitive compensation, comprehensive benefits, and relocation support for the right candidate.

If you are a strategic thinker with deep expertise in client-facing technologies and a passion for innovation in regulated spaces, we encourage you to apply.