Contact Center Management - Arch
Position Summary
The Senior Architect serves as the embedded delivery architect supporting the Salesforce Contact Center Management delivery team. This role translates service-domain direction and enterprise architecture standards into solution designs and executable delivery plans for complex customer-engagement and contact-center initiatives.
The role maintains architectural integrity across Salesforce, omnichannel engagement, telephony, CCaaS, integration, data, security, and operational considerations. The Senior Architect remains engaged throughout implementation to resolve technical decisions and ensure the delivered solution provides a reliable, scalable, and supportable experience.
Key Responsibilities

• Translate the Principal Architect’s service-domain strategy, target architecture, standards, and guardrails into project-level contact-center solution designs.
• Lead architecture design for initiatives supported by the Contact Center Management delivery team.
• Define solution interactions across Salesforce, digital engagement channels, routing capabilities, telephony and CCaaS platforms, integrations, data services, security controls, and operational support processes.
• Decompose large contact-center solutions into sequenced, workable technical deliverables with clear dependencies, boundaries, ownership, and implementation guidance.
• Work with Product Owners, Business Analysts, Engineering Leads, Technical Leads, and external technology partners to convert architecture into Jira epics, enablers, stories, and delivery milestones.
• Define the working order of platform, integration, channel, routing, and operational-readiness components.
• Ensure Technical Leads can assume ownership of implementation work through clearly documented architecture decisions and interfaces.
• Maintain architecture involvement throughout implementation, testing, rollout, and production-readiness activities.
• Resolve gaps between approved solution designs and technical or operational conditions discovered during delivery.
• Guide detailed decisions involving configuration, custom development, routing, integrations, data, security, performance, resilience, scalability, and supportability.
• Evaluate implementation tradeoffs and ensure decisions do not compromise customer experience, agent experience, reliability, or long-term maintainability.
• Review detailed designs and implemented solutions for consistency with approved architecture and enterprise standards.
• Identify technical risks, vendor dependencies, operational concerns, architecture debt, and cross-team impacts.
• Document significant architecture decisions and escalate material exceptions or cross-domain issues.
• Partner with security, infrastructure, network, integration, operations, and vendor teams when solutions cross organizational or technology boundaries.
• Mentor Technical Leads and developers and contribute contact-center architecture knowledge to the broader architecture community.

Required Qualifications

• Bachelor’s degree in a relevant technical field or equivalent professional experience.
• Eight or more years of enterprise technology experience with significant solution-architecture and delivery experience.
• Strong Salesforce architecture and implementation experience in complex enterprise environments.
• Experience with enterprise contact-center architecture, omnichannel engagement, telephony, CTI, or CCaaS integration.
• Strong understanding of integration, security, identity, data, performance, resilience, and operational-support considerations.
• Experience breaking complex, multi-platform solutions into executable technical work packages.
• Ability to guide architecture decisions throughout implementation and coordinate across multiple technical teams and vendors.
• Experience with Agile delivery practices and Jira.
• Strong communication, facilitation, and technical documentation skills.

Preferred Qualifications

• Salesforce architect-level, Service Cloud, or related advanced certifications.
• Experience integrating Salesforce with leading enterprise telephony or CCaaS platforms.
• Recommended experience with integration tools: NICE CXone, Genesys Cloud, IEX, Pindrop
• Experience designing highly available, business-critical customer-engagement solutions.
• Experience in large, global, regulated, or highly integrated enterprise environments.

 

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Bachelor’s degree in computer science, software engineering, computer engineering, information systems, or a related field, or equivalent experience required. Master's degree in computer science, software engineering, computer engineering, information systems, or a related field, or equivalent experience preferred. 6+ years of experience in software engineering, systems engineering, application development, platform engineering, or a related field required. AWS Certified Cloud Practitioner (CLF-C02), AZ-900: Azure Fundamentals, RHCSA (Red Hat Certified System Administrator) certification, or equivalent preferred. Knowledge of advanced software and systems engineering principles, development lifecycle practices, testing strategies, and production support models. Knowledge of application architecture, system design, integration patterns, cloud and infrastructure components, and secure engineering practices. Knowledge of performance engineering, scalability, reliability, resilience, observability, and operational support frameworks. Skill in technical design, coding or configuration, debugging, root cause analysis, performance tuning, and structured problem solving. Skill in using development frameworks, testing tools, source control platforms, CI/CD pipelines, observability tools, collaboration platforms, and work management systems. Ability to lead complex engineering work independently while applying strong technical judgment, quality standards, and risk awareness. Ability to influence technical direction, guide design decisions, and collaborate effectively with technical and non-technical stakeholders. Ability to mentor less experienced engineers and drive adoption of engineering best practices, documentation standards, and continuous improvement methods.

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: AmerisourceBergen Services Corporation

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned