Solutions Architect, Modern Workplace

Overview
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Solutions Architect, Modern Workplace
role at
NTT DATA, Inc.
Are you passionate about architecting intelligent, seamless customer journeys? We are seeking a visionary and highly skilled Senior Contact Center Solution Architect to spearhead the design and implementation of our next-generation customer engagement platform. This is a pivotal role where you will transform our traditional contact center into an AI-driven, omnichannel Customer Experience (CX) hub. You will be at the forefront of leveraging cutting-edge technologies, including Cisco Webex CC, Genesys Cloud, and integrated AI services, to redefine how we connect with our customers across the APAC region.
What You Will Do (Key Responsibilities)
Architect End-to-End Solutions: Design and build scalable, secure, and resilient contact center architectures. You will integrate key components like IVR, SIP telephony, CRM systems, AI and ML models, and analytics platforms to create a unified customer view.
Drive Technology Innovation: Champion an AI-first strategy by leading the adoption of transformative technologies, including intelligent virtual agents, real-time assistance to agents, and predictive routing to connect customers with the best resource.
Collaborate and Influence: Partner with business leaders, operations teams, and IT professionals to ensure technical solutions align with customer experience objectives.
Master the Technology Stack: Serve as the lead solution expert for core platforms such as Cisco Webex CC and Genesys Cloud, ensuring seamless integration with enterprise systems.
Uphold Security and Compliance: Ensure solutions meet regulatory compliance, data privacy, and security standards.
Champion Continuous Improvement: Establish feedback loops and use analytics to refine customer journeys and agent workflows.
What You Bring (Required Qualifications)
Proven hands-on experience designing and deploying enterprise-level contact center solutions.
In-depth knowledge of CCaaS platforms (e.g., Genesys, NICE, Cisco).
Understanding of AI/ML in customer service, including NLU, sentiment analysis, and chatbot development.
Solid expertise in cloud infrastructure, API development, and modern integration patterns.
Excellent communication and stakeholder management skills, with the ability to explain complex technical concepts to diverse audiences.
What Will Make You Stand Out (Preferred Qualifications)
Experience leading digital transformation projects in Financial Services, Insurance, or Retail.
Hands-on experience in the Microsoft ecosystem (Power Platform, Azure AI, Copilot).
Relevant professional certifications.
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and invest over $3.6 billion each year in R&D to help organizations move confidently into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a strong partner ecosystem. Our services include consulting, data and AI, industry solutions, and the development and management of applications, infrastructure, and connectivity.
NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We do not discriminate based on age, race, color, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
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