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NTT DATA Logo NTT DATA · IT - Software Development

Solutions Architect, Customer Experience

Singapore, Singapore · Job Posted January 30, 2026
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Job Description

Are you passionate about architecting intelligent, seamless customer journeys? We are seeking a visionary and highly skilled 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 Microsoft Dynamics 365, Genesys Cloud, and integrated AI services, to redefine how we connect with our customers across the APAC region.

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

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

Nice to have

  • Demonstrated experience leading digital transformation projects in complex industries such as Financial Services (FSI), Insurance, or Retail
  • Hands-on experience within the Microsoft ecosystem, including the Power Platform, Azure AI, and Copilot
  • Relevant professional certifications, such as the Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
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