Solutions Architect – Contact Center (Cloud & AI)

What you will do

We’re looking for a Solutions Architect to shape and evolve our global cloud contact center ecosystem.

You’ll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you’ll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance.

How you will do it

Architecture & Strategy

• Design and own end-to-end architecture for our cloud contact center platform (CCaaS).

• Ensure solutions are scalable, secure, and aligned with business goals.

• Lead architecture reviews and guide technical decision-making.

Collaboration & Delivery

• Translate business needs into practical, scalable solutions.

• Partner with engineering, infrastructure, and vendors to deliver outcomes.

• Support implementation planning and continuous improvements.

Innovation & Transformation

• Evaluate new technologies (AI, automation, analytics, digital channels).

• Identify opportunities to enhance customer and agent experience.

• Contribute to the long-term roadmap and modernization strategy.

Advisory & Leadership

• Act as a trusted advisor to stakeholders.

• Proactively identify risks and recommend solutions.

• Influence the future direction of the contact center ecosystem.

What we look for

Required

• Proven track of experience in contact center solution architecture, platform design, and supporting enterprise contact center environments in multiple regions.

• Hands-on experience with cloud contact center platforms (e.g. NICE – our current platform, Amazon Connect, Genesys Cloud).

• Strong understanding of IVR (interactive voice response), ACD (automatic call distribution), VoIP, Omnichannel routing, and unified communications.

• Experience with APIs, SIP, and integrations.

• Familiarity with reporting, analytics, and workforce management tools.

Preferred

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.

• Overview of cloud telephony services.

• Exposure to AI, automation, or digital engagement platforms.

About Us

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

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