Cloud Solution Architect CCaaS Job at Microsoft Corporation (Sydney)

Senior AWS Connect Voice Architect

Our client, a leading Consulting firm, is in need of a Sr. AWS Connect Voice Arc...

Location

United States

Salary:

90.00 - 110.00 USD / Hour

ClearBridge Technology Group

Expiration Date

Until further notice

Requirements

At least 10 years of overall experience
Prior experience supporting enterprise implementation and / or migration efforts around Infrastructure and Cloud projects with a focus on Contact Center, specifically AWS Connect
Experience configuring, deploying and troubleshooting AWS Connect, SIP and other VoIP systems
Experience developing and optimizing contact flows, IVR and call routing strategies
Experience designing CCaaS solutions, specifically with AWS Connect
Experience integrating AWS Connect with AWS services and automating workflows using Python
Experience integrating contact center platforms with ServiceNow
Prior experience with AWS Cloud-Native design and development
Must have experience supporting enterprise customers, preferably within the Finance, Healthcare and / or Government space

Job Responsibility

Designing and implementing AWS Connect and AWS services
Configuring and troubleshooting AWS connect
Developing and optimizing contact flows and IVR
Creating technical documentation and architectural diagrams
Supporting an enterprise AWS Connect Migration for a top 5 commercial bank
Migrating the customers outbound dialing to AWS Connect

What we offer

Excellent benefits and compensation packages

Solutions Architect

Joining Dialpad as a Solutions Architect means stepping into a pivotal role wher...

Location

Philippines , Pasig City

Salary:

Not provided

Dialpad

Expiration Date

Until further notice

Requirements

Excellent grasp of various modern cloud communications platforms such as Google G-Suite and Office 365
Experience with Business VoIP Telephony Services (On-Premise or SaaS)
Understanding and experience with: VoIP CODECs and technologies (G.711, G.729, G.722, OPUS, H.264, VP8, VP9, WebRTC, H.323, SIP, Network Analyzers)
Network Infrastructure (Firewalls, Routers, Switches & Wireless)
WAN Technologies (MPLS, VPLS & SD-WAN)
Data Center Technologies (Public & Private Clouds)
Software components involved in enterprise service delivery (web servers, application servers, databases, web services, mainframes, network attached storage and other related technologies)
Proven track record in implementing CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions
Engineering Services: Expertise in specialized technical and functional areas, including software engineering, programming languages, system integrations, and database management

Job Responsibility

Design and configure contact center call flows, ensuring seamless integrations with business systems and accurate reporting data
Collaborate with clients to understand their operational needs and tailor Dialpad solutions to optimize call handling, automation, and analytics
Provision and configure desk phones, providing best practices and recommendations for an efficient setup
Lead deployment efforts, overseeing call flow design, integrations, and system configurations to align with business objectives
Troubleshoot issues and help identify and report bugs during deployments, ensuring a smooth transition and minimizing disruptions for end users
Analyze and refine workflows, proactively identifying areas for improvement to enhance efficiency and performance
Perform risk analysis, and change management, ensuring project success and on-time delivery
Conduct video conferencing sessions to provide expert insights, guide clients through implementation, and ensure the adoption of best practices

What we offer

Competitive benefits and perks
Robust training program
Inclusive, vibrant office environment
Recognized Great Place to Work culture

Senior Solutions Architect

As a Senior Technical Solutions Architect supporting global customer service, yo...

Location

Canada

Salary:

Not provided

ResMed

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer science, Engineering, or related field (or equivalent practical experience)
7+ years of solutions architecture experience
4+ years designing enterprise solutions across ERP, CRM, CCaaS ( NiCE, Genesys) and digital ecosystems
Strong understanding of enterprise integration (middleware, microservices, APIs, event-driven patterns)
Experience with cloud platforms and modern delivery practices
Experience working in healthcare/MedTech or other regulated industries
Familiarity in compliance practices (HIPAA, GDPR)
Experience with contact center integrations, customer journey platforms, and omnichannel architectures
Strong communication, stakeholder management, and presentation skills
Proven ability to design effective solutions in dynamic, evolving environment

Job Responsibility

Design end-to-end technical solutions across Resmed’s enterprise ecosystem (ERP, CRM, CCaaS, digital platforms)
Produce and maintain architecture deliverables: system context diagrams, sequence flows, integration models, data flows, and non-functional requirements
Ensure solutions align with enterprise architecture standards, security policies, and regulatory/compliance requirements (HIPAA, GDPR)
Define integration approaches (APIs, events, middleware), data patterns, and resiliency strategies
Partner with engineering teams to guide implementation and ensure architectural integrity throughout the delivery lifecycle
Lead architecture design reviews for Global Revenue and promote engineering best practices (reusability, maintainability, observability) within the team
Champion scalability, performance, reliability, and cost awareness in all solution designs
Collaborate with business stakeholders and product managers to translate requirements into solution architectures and actionable delivery plans
Communicate complex architecture concepts clearly to technical and non-technical audiences
Provide technical leadership for vendor evaluations and technology selection

Fulltime

New

Cloud Solution Architecture

As a Mission Critical CSA, you will play a pivotal role in enabling customer suc...

Location

Romania , Multiple Locations

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field and experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience
Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter
Extensive Experience working with CCaaS and understanding of: D365 Contact Center architecture, Nuance / Voice capabilities
Experience working with Omnichannel / Contact Center, and understanding of: digital channels (chat, messaging, social), voice and telephony concepts (ACD, IVR, routing), customer journey orchestration across channels
Deep understanding of: case management, SLAs, queues, routing, knowledge management, service analytics, extensibility via Dataverse and Power Platform
Proven capability to manage and resolve critical technical issues in complex, high pressure support environments
Demonstrated ability to build trusted, long term customer relationships through consistent and strategic engagement
Exceptional customer service skills, with strong verbal and written communication abilities
Experience delivering technical training or enablement to customers or peers is highly regarded
Demonstrate a strong ability to build and lead programmatic approaches for customer situations, ensuring customer buy-in and providing regular communication of value delivered

Job Responsibility

Design, plan, and drive execution of proactive engagements for business critical workloads, with a focus on reliability, security, supportability, manageability, and observability, aligned to customer priorities and product roadmap
Combine data-driven insights, industry knowledge, and product expertise to help customers make strategic decisions around their business critical workloads
Partner closely with solution architects, customer success, support, engineering, and other stakeholders to provide a seamless, end to end customer experience
Drive accelerated incident resolution by maintaining visibility of critical incidents and ensuring effective root cause analysis and actionable recommendations
Support the onboarding and enablement of customer owned monitoring and observability solutions to improve operational insight and customer outcomes
Provide cross team leadership by clarifying roles, responsibilities, and escalation paths across account and support teams
Coordinate proactive monitoring and incident resolution activities to ensure continuity and alignment across workstreams
Maintain and contribute to up to date technical knowledge resources, sharing incident learnings and recommendations through clear, structured documentation

Fulltime

New

Cloud Solution Architecture - Dynamics CCaaS

As a Mission Critical CSA, you will play a pivotal role in enabling customer suc...

Location

India , Multiple Locations

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's degree in computer science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years' experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
Experience working with Dynamics 365 Customer Service (mandatory) and solid understanding of: case management, SLAs, queues, routing, knowledge management, service analytics, extensibility via Dataverse and Power Platform
Experience working with Copilot Studio: building and extending agents, knowledge grounding, governance, ALM, testing, performance monitoring.
Understanding of Agent and AI solution architecture: multi-agent patterns, custom agents, orchestration and deterministic flows
Knowledge around Azure and Power Platform integration: Power Automate (flows, triggers, actions), Azure AI / Cognitive Services, secure integration patterns
Demonstrated ability to build trusted, longterm customer relationships through consistent and strategic engagement.
Proven capability to manage and resolve critical technical issues in complex, highpressure support environments.
Exceptional customer service skills, with strong verbal and written communication abilities.
Experience delivering technical training or enablement to customers or peers is highly regarded.

Job Responsibility

Design, plan, and drive execution of proactive engagements for business critical workloads, with a focus on reliability, security, supportability, manageability, and observability, aligned to customer priorities and product roadmap.
Combine data-driven insights, industry knowledge, and product expertise to help customers make strategic decisions around their business critical workloads.
Partner closely with solution architects, customer success, support, engineering, and other stakeholders to provide a seamless, end to end customer experience.
Drive accelerated incident resolution by maintaining visibility of critical incidents and ensuring effective root cause analysis and actionable recommendations.
Support the onboarding and enablement of customer owned monitoring and observability solutions to improve operational insight and customer outcomes.
Provide cross team leadership by clarifying roles, responsibilities, and escalation paths across account and support teams.
Coordinate proactive monitoring and incident resolution activities to ensure continuity and alignment across workstreams.
Maintain and contribute to up to date technical knowledge resources, sharing incident learnings and recommendations through clear, structured documentation.

Fulltime

Solutions Architect, Customer Experience

Are you passionate about architecting intelligent, seamless customer journeys? W...

Location

Singapore , Singapore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Proven, hands-on experience in designing and deploying enterprise-level contact center solutions
In-depth knowledge of Contact Center as a Service (CCaaS) platforms such as Genesys, NICE, Cisco, or the new Dynamics 365 Contact Center
A strong understanding of how AI and machine learning technologies are applied in a customer service context, including experience with natural language understanding (NLU), sentiment analysis, and sophisticated chatbot development
Solid expertise in cloud infrastructure, API development, and modern integration patterns
Exceptional communication, presentation, and stakeholder management skills, with the ability to articulate complex technical concepts to diverse audiences

Job Responsibility

Architect End-to-End Solutions: Design and build scalable, secure, and resilient contact center architectures. You will integrate key components like interactive voice response (IVR), SIP telephony, Customer Relationship Management (CRM) systems, AI and machine learning models, and advanced analytics platforms to create a unified customer view
Drive Technology Innovation: Champion an "AI-first" strategy by leading the adoption of transformative technologies. This includes implementing intelligent virtual agents, providing real-time assistance to our customer service agents, and utilizing predictive routing to connect customers with the best possible resource
Collaborate and Influence: Partner with business leaders, operations teams, and IT professionals to ensure that your technical solutions align directly with and drive our overarching customer experience objectives. You will be the bridge between technical possibilities and business goals
Master the Technology Stack: Serve as the lead solution expert for our core platforms, including Dynamics 365 Contact Center, Genesys Cloud, and VideoEngager. Your expertise will ensure seamless integration with our existing enterprise systems and a frictionless experience for both customers and agents
Uphold Security and Compliance: Guarantee that all solutions adhere to the highest standards of regulatory compliance, data privacy, and security
Champion Continuous Improvement: Establish and nurture robust feedback loops, leveraging analytics to continuously refine and enhance customer journeys and agent workflows, thereby driving efficiency and satisfaction

Fulltime

Principal Genesys Cloud Architect

Join Navan's innovative Business Technology team as the Principal Genesys Cloud ...

Location

United States , Austin

Salary:

Not provided

Navan

Expiration Date

Until further notice

Requirements

8+ years of experience in Contact Center Technology, with a specific, deep focus on Genesys Cloud CX
Proven track record of designing global, multi-region contact center solutions (Voice & Digital)
Expert in Genesys Architect, Data Actions, and Integration Hub
Comfortable working with JSON, REST APIs, and troubleshooting complex data dip failures
Strong grasp of scripting (JavaScript/Node.js) or middleware logic required to bridge gaps between CCaaS and CRMs
Excellent communication skills, with the ability to explain technical constraints to non-technical stakeholders and offer creative workarounds
Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions
Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed
Genesys Cloud Certified Professional (GCP) certification is highly preferred

Job Responsibility

Leading the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC (Bring Your Own Carrier), and edge architecture can scale with Navan’s rapid global expansion
Designing and building advanced interaction workflows in Genesys Architect
Architecting "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan’s proprietary backend, Salesforce, and other critical business systems
Partnering with Support and Sales leadership to translate complex business requirements into functional technical designs
Acting as the Subject Matter Expert (SME) for the Genesys platform, evaluating new features and advising the business on adoption strategies
Establishing best practices for configuration management, documentation, and "DevOps for CX"
Analyzing interaction data to identify bottlenecks in the IVR or digital flows and implementing architectural changes to reduce friction and improve latency

What we offer

Generous medical plans, dental, and vision benefits with premiums covered by Navan
Various insurance options designed to cover each family's needs
Paid parental and bereavement leave
Subsidized commuter benefits
Mental health support
Connectivity stipends
Pet insurance

Fulltime

Solution Architect

Joining Dialpad as a Solutions Architect means stepping into a pivotal role wher...

Location

Philippines , Pasig City, Metro Manila

Salary:

Not provided

Dialpad

Expiration Date

Until further notice

Requirements

Excellent grasp of various modern cloud communications platforms, such as Google G-Suite and Office 365
Experience with Business VoIP Telephony Services (On-Premise or SaaS)
Understanding and experience with: VoIP CODECs and technologies (G.711, G.729, G.722, OPUS, H.264, VP8, VP9, WebRTC, H.323, SIP, Network Analyzers)
Network Infrastructure (Firewalls, Routers, Switches & Wireless)
WAN Technologies (MPLS, VPLS & SD-WAN)
Data Center Technologies (Public & Private Clouds)
Software components involved in enterprise service delivery (web servers, application servers, databases, web services, mainframes, network-attached storage, and other related technologies)
Proven track record in implementing CCaaS (Contact Center as a Service) and UCaaS (Unified Communications as a Service) solutions
Engineering Services: Expertise in specialized technical and functional areas, including software engineering, programming languages, system integrations, and database management

Job Responsibility

Design and configure contact center call flows, ensuring seamless integrations with business systems and accurate reporting data
Collaborate with clients to understand their operational needs and tailor Dialpad solutions to optimize call handling, automation, and analytics
Provision and configure desk phones, providing best practices and recommendations for an efficient setup
Lead deployment efforts, overseeing call flow design, integrations, and system configurations to align with business objectives
Troubleshoot issues and help identify and report bugs during deployments, ensuring a smooth transition and minimizing disruptions for end users
Analyze and refine workflows, proactively identifying areas for improvement to enhance efficiency and performance
Perform risk analysis and change management, ensuring project success and on-time delivery
Conduct video conferencing sessions to provide expert insights, guide clients through implementation, and ensure the adoption of best practices

What we offer

Competitive benefits and perks
Robust training program
Inclusive office environment
Recognized Great Place to Work culture

Cloud Solution Architect CCaaS

Microsoft Corporation

Location:
Australia , Sydney

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
March 20, 2026

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