Solution Architect (Contact Center)

Quick Facts

• Role: Solution Architect specializing in Contact Center solutions (cloud platform migrations and product transitions)

• Work model: Fully remote

Description

You will coordinate end-to-end solution design for Contact Center platforms, ensuring smooth cloud-based migrations and supporting a product transition for CONDUCTOR. The role focuses on translating complex business and technical requirements into precise system specifications within an Agile environment, while mapping dependencies and keeping architecture and implemented functionality aligned with design guidelines. You will also help define PoC and target architecture using SOA principles.

Responsibilities

• Coordinate business solution design across Product Squads, clients, and providers

• Ensure smooth migration of cloud-based Contact Center platforms

• Translate business/technical requirements into structured system specifications

• Map and document dependencies and impacts of new requirements

• Maintain system-specific documentation and verify delivered functionality follows architectural and design guidelines

• Prepare release notes and roadmaps

• Support QA by reviewing test cases

• Provide expert input on change management processes

• Identify Contact Center trends and discuss them with the business

• Define target architecture and PoCs (high-level capabilities, database/presentation/technology requirements)

• Design application architecture using SOA and define logical modules/services and their interactions

• Communicate architectural decision consequences and challenges to stakeholders

• Support evolution paths toward the target vision and drive CONDUCTOR migration

Requirements

• Technical higher education (telecommunications or related)

• 5+ years of experience analyzing Contact Center systems and building technical solution architectures, including cloud transformation projects

• Senior/Expert level Business Solution Design experience, including product migrations and translating complex business requirements into technical specifications in Agile environments

• Experience in Contact Center environments, particularly Content Guru Storm CX

• Knowledge of cloud environments and Contact Center ecosystem dependencies (e.g., CRM tools and reporting applications)

• VoIP architecture and enterprise networking knowledge

• SOA knowledge

• Experience with complex IT development projects and global multicultural teams

• Product migration experience (CONDUCTOR or similar)

• Jira and Confluence

• SNOW

• English B2–C1

• ASAP availability preferred; up to one-month notice ending at month-end

Benefits

• Long-term engagement with compensation 170–230 PLN net/hour + VAT

• Support for setting up and running a business for candidates without prior experience

• Efficient recruitment: two online technical interviews (up to 1 hour each)

• Fully remote work

• Private medical care and Multisport card

• Modern equipment, including software and configuration