Senior Director, Enterprise Solution Architecture
Contact Center Technologies | CRM | CCaaS | AI Automation | Interaction Analytics
Preferred Location: Eastern Time Zone
Concentrix is seeking a visionary Senior Director, Enterprise Solution Architecture, to lead strategic solution architecture, innovation, and transformation initiatives within our Global Presales and Solutions organization. This executive-level leader will be responsible for defining and executing the enterprise technology vision across Customer Experience (CX) solutions while driving growth, innovation, and competitive differentiation.
The Senior Director will lead a team of enterprise architects and solution consultants while serving as a trusted advisor to executive stakeholders, strategic partners, and Fortune 500 clients. This role will oversee the development of next-generation customer experience solutions spanning Contact Center as a Service (CCaaS), CRM, AI-powered automation, analytics, cloud platforms, and emerging technologies.
The ideal candidate combines deep technical expertise, executive leadership, commercial acumen, and market vision with a proven ability to influence complex enterprise transformations. This individual will play a critical role in shaping solution strategy, accelerating revenue growth, strengthening hyperscaler and technology partnerships, and advancing the company's leadership position within the customer experience marketplace.
Key Responsibilities
Strategic Leadership
- Lead and evolve the global Enterprise Solution Architecture function, establishing best practices, methodologies, governance frameworks, and solution standards.
- Develop and execute the strategic technology vision for Customer Experience Services aligned with corporate growth objectives.
- Build, mentor, and lead a high-performing team of Enterprise Solution Architects, Solution Consultants, and Technology Specialists.
- Serve as an executive advisor to internal leadership, clients, and strategic technology partners on emerging CX, AI, automation, and cloud technologies.
- Drive innovation strategies that create market differentiation and support long-term business growth.
Solution Architecture & Presales Leadership
Provide executive oversight for all presales solutioning, enterprise architecture, and consulting engagements globally.
Lead the design and positioning of transformational CX solutions across:
- Hyperscalers (AWS, Microsoft Azure, Google Cloud)
- CCaaS Platforms (Amazon Connect, Genesys Cloud, NICE CXone, Microsoft Dynamics Contact Center)
- CRM & Enterprise Platforms (Dynamics 365, Salesforce, Zendesk, SAP, Adobe)
- AI & GenAI Solutions (OpenAI, Anthropic Claude, Google Gemini, Microsoft Copilot)
- Automation Platforms (UiPath, Automation Anywhere, Power Automate)
- Service Management & Analytics (ServiceNow, Databricks, Snowflake, Power BI)
- Establish scalable solution frameworks and architectural blueprints that accelerate sales cycles and improve delivery outcomes.
- Guide complex strategic pursuits, large-scale RFPs, and executive-level solution presentations.
Revenue Growth & Business Development
Partner with Sales, Client Management, Delivery, and Product leaders to drive pipeline growth and revenue expansion.
Support strategic account planning, new logo acquisition, and cross-sell/up-sell initiatives.
- Sponsor and lead executive solution workshops with enterprise clients to identify transformational opportunities.
- Ensure solution strategies align with commercial objectives, profitability targets, and outcome-based pricing models.
- Drive increased partner-sourced revenue and strategic alliance growth.
Executive Client & Partner Engagement
- Develop executive relationships with Fortune 500 clients, technology partners, analysts, and industry influencers.
- Serve as the senior technical executive during major customer pursuits and transformation initiatives.
- Collaborate with hyperscaler and technology alliance executives to create joint go-to-market strategies and innovation roadmaps.
- Represent the company at industry conferences, client forums, analyst briefings, and partner events.
Innovation & Emerging Technologies
- Identify and evaluate emerging technologies impacting customer engagement, AI, automation, and digital transformation.
- Establish AI governance and solution frameworks supporting responsible deployment of Generative AI, Agentic AI, and automation technologies.
- Drive development of repeatable accelerators, reference architectures, and intellectual property that enable growth and differentiation.
- Champion innovation initiatives that improve customer experiences, operational efficiency, and business outcomes.
Key Performance Indicators (KPIs)
- Annual Contract Value (ACV) influenced and closed
- New logo acquisition and strategic account expansion
- Win rate and solution conversion rate
- Partner-sourced revenue growth
- Strategic alliance growth and executive sponsorship
- Enterprise solution pipeline generation
- Team development, retention, and succession planning
- Gross margin and solution profitability
- Innovation and reusable solution asset creation
- Customer satisfaction and executive stakeholder engagement
Required Qualifications
- 15+ years of progressive experience in enterprise architecture, solution consulting, technology strategy, or presales leadership within enterprise technology, BPO, or customer experience services organizations.
- 7+ years of leadership experience managing Enterprise Architects, Solution Consultants, or technical presales organizations.
- Proven success leading large-scale solution architecture organizations supporting Fortune 500 and Global 2000 clients.
- Deep expertise across Contact Center technologies, CRM platforms, cloud ecosystems, AI/GenAI solutions, automation, analytics, and customer experience transformation.
- Demonstrated success driving multimillion-dollar technology pursuits, strategic accounts, and complex enterprise transformations.
- Strong understanding of AI, Generative AI, Agentic AI, LLMs, cognitive automation, predictive analytics, and customer engagement technologies.
- Experience developing enterprise architecture standards, governance models, and technology roadmaps.
- Strong commercial and financial acumen with experience supporting outcome-based pricing, business case development, and investment justification.
- Executive presence with exceptional communication and stakeholder management skills.
- Experience establishing strategic partnerships with major technology providers and hyperscalers.
Preferred Qualifications
- Experience within Customer Experience, Contact Center, BPO, Digital Transformation, or Technology Services industries.
- Certifications across cloud, CCaaS, CRM, AI, and enterprise architecture platforms.
- Experience with AWS, Azure, Google Cloud, Salesforce, Dynamics 365, ServiceNow, Genesys, NICE, Amazon Connect, OpenAI, Anthropic, UiPath, and Databricks.
- MBA, Master's Degree, or equivalent executive leadership experience.
- Thought leadership experience through speaking engagements, industry publications, advisory boards, or analyst engagements.
Why This Role
This is a unique opportunity to shape the future of enterprise customer experience transformation, lead industry-leading architecture and innovation teams, influence executive decision-makers globally, and drive growth through next-generation AI, automation, CCaaS, CRM, and analytics solutions. As a Senior Director, you will play a pivotal role in defining how organizations engage customers in an increasingly digital and AI-powered world.
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: 08/10/2026. 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.
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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 click HERE
