Descrição da Vaga
What you will do We’re looking for a Solutions Architect to shape and evolve our global cloud contact center ecosystem. You’ll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you’ll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance. How you will do it Architecture & Strategy Design and own end-to-end architecture for our cloud contact center platform (CCaaS). Ensure solutions are scalable, secure, and aligned with business goals. Lead architecture reviews and guide technical decision-making. Collaboration & Delivery Translate business needs into practical, scalable solutions. Partner with engineering, infrastructure, and vendors to deliver outcomes. Support implementation planning and continuous improvements. Innovation & Transformation Evaluate new technologies (AI, automation, analytics, digital channels). Identify opportunities to enhance customer and agent experience. Contribute to the long-term roadmap and modernization strategy. Advisory & Leadership Act as a trusted advisor to stakeholders. Proactively identify risks and recommend solutions. Influence the future direction of the contact center ecosystem. What we look for Required Proven track of experience in contact center solution architecture, platform design, and supporting enterprise contact center environments in multiple regions. Hands-on experience with cloud contact center platforms (e.g. NICE – our current platform, Amazon Connect, Genesys Cloud). Strong understanding of IVR (interactive voice response), ACD (automatic call distribution), VoIP, Omnichannel routing, and unified communications. Experience with APIs, SIP, and integrations. Familiarity with reporting, analytics, and workforce management tools. Preferred Bachelor’s degree in computer science, Information Technology, Engineering, or a related field. Overview of cloud telephony services. Exposure to AI, automation, or digital engagement platforms. About Us Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward. #LI-BB1 #LI-Hybrid Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.
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