Director-Enterprise Solution Architect – Contact Center Technologies - CRM, CCaaS, AI Automation and Interaction Analytics
(Preferred Location Eastern Time Zone)
Summary
- We are seeking a world-class Director, Enterprise Solution Architect to join the Global Pre-Sales and Solution function to deliver cutting-edge enterprise architecture and solution across the world’s most advanced technology platforms for Customer Experience Services
- This senior individual contributor will lead pre-sales, enterprise architecture, and solutioning efforts across hyperscalers (AWS, Azure, Google), CCaaS Omni channel solutions( Microsoft, Amazon Connect, Genesys, NICE), Web Portals, Mobile Apps, CRM/ERP (MS Dynamics, Zendesk, Salesforce, SAP, Adobe), RPA ( UIPATH, Automation Anywhere), AI, Generative AI, LLM platforms (Open AI, Google Gemini, Claude, Anthropic and others), Ticketing platforms ( ServiceNow) and Analytics.
- This role is perfect for someone passionate about shaping what’s next, a leader eager not just to respond to change, but to create the future of customer experience and enterprise innovation for Customer Experience Operations.
- The ideal candidate will combine deep technical and enterprise architecture expertise, advanced knowledge of AI/GenAI/LLM, and proven commercial acumen to develop, position, and win high-impact solutions with Fortune 500 clients for their Customer Experience Transformation
Key Responsibilities
- Serve as the senior architect in the Global Presales and Solutions Organization.
- Own all aspects of pre-sales, solutioning, enterprise architecture, and consulting across multi-partner platforms:
- Hyperscalers (AWS, Azure, Google)
- CCaaS (Microsoft Dynamics 365, Amazon Connect, Genesys, NICE)
- CRM/ERP (MS Dynamics, Salesforce, Zendesk, SAP, Adobe)
- Agentic AI, Generative AI, LLMs, RPA, and data platforms (Service Now, Databricks, Automation Anywhere, Gemini, Claude and Open AI)
- Define forward-thinking enterprise architectures that anticipate client needs, unlock business value, and shape competitive advantage.
- Lead solution development for new logos, hybrid accounts, and existing customers, translating complex client strategies into scalable, commercially viable solutions for enhancing Customer Experience
- Produce and present architecture design artifacts, technical specifications, and high-level design documents tailored to customer needs and partner platforms.
- Confidently explain and differentiate AI, GenAI, LLMs, and automation use cases, and how they integrate with CCaaS, CRM, ERP, and data environments.
- Engage with senior client and partner leaders to build trusted relationships, drive joint success, and ensure value realization, renewal, and expansion.
- Collaborate closely with global and regional sales leadership, technical teams, and delivery organizations to achieve and exceed revenue goals.
KPIs
ACV originated and closed through partner platforms Number of wins with key partner platforms Win rate (%) and close rate (%) on deals New logos acquired and cross-sell ACV with existing customers
Required Qualifications
- 10+ years of enterprise architecture experience with Fortune 500 companies, ideally within top-tier technology services or enterprise-class companies and CCaaS and AI Partner solutions.
- Strong track record of consulting-led technology pre-sales, solutioning, and enterprise architecture across multi-partner ecosystems for Contact Center Customer Experience
- Advanced knowledge of AI, Generative AI, LLMs, cognitive automation, and predictive analytics and the ability to clearly explain and apply them in client solutions.
- Proven success creating solution blueprints, technical specs, and design documents, with deep experience in cross-platform database, data architecture, security, performance, scalability, and reliability.
- Strong commercial acumen able to architect solutions that deliver cost optimization, speed-to-market, and revenue growth and outcome based pricing models
- Experience with at least two of the three key partner categories: CCaaS (Microsoft Dynamics CCP, Amazon Connect, Genesys, NICE), CRM/ERP (MS Dynamics, Zendesk, Salesforce, SAP, Adobe), Automation Solutions ( Google Gemini, Open AI, Automation Anywhere and UIPATH)
- Technical and Seller Certification is CCaaS, CRM and Automation platforms.
The base salary for this position is $150,000 – $225,000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 06/08/2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible.
As part of the hiring process, candidates may be required to undergo background screening and identity verification, where permitted by applicable law and consistent with the requirements of the role. Certain verification processes used by the Company or its service providers may involve technologies that rely on biometric identifiers or biometric information, where permitted by law. If biometric identifiers or biometric information are collected, used, or stored, the Company will provide the legally required disclosures and obtain any required written consent prior to such collection, and will handle such information in accordance with applicable biometric privacy laws and Company policies.
Physical and Mental Requirements
The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature.
Equal Employment Opportunity
Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
For more information regarding your EEO rights as an applicant, please visit the following websites:
Accommodation
Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [email protected]. All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.
Artificial Intelligence
As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.
Work Authorization
In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence.
For further information on available work states and Equal Employment Opportunity as an applicant, please visit: https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/
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