Johnson Controls
Technology
SolutionsArchitect–ContactCenter(Cloud&AI)
Neural analysis suggests this role is
optimal for Senior candidates.
“Solutions Architect – Contact Center (Cloud & AI) at Johnson Controls. Skills: Contact center architecture, Cloud platforms, AI. Design end-to-end architecture. Own end-to-end architecture”
What You'll Achieve.
Improve customer experience; Improve operational performance
Industry & Context.
Identify risks; Recommend solutions
What They're Looking For.
Must Have
Contact center solution architecture experience, Platform design experience, Enterprise contact center environments experience, Cloud contact center platforms experience, IVR understanding, ACD understanding, VoIP understanding, Omnichannel routing understanding, Unified communications understanding, APIs experience, SIP experience, Integrations experience
Nice to Have
Bachelor’s degree in computer science, Bachelor’s degree in Information Technology, Bachelor’s degree in Engineering, Cloud telephony services overview, AI exposure, Automation exposure, Digital engagement platforms exposure
What You'll Do.
Design end-to-end architecture
Own end-to-end architecture
Ensure solutions are scalable
Ensure solutions are secure
Align solutions with business goals
Lead architecture reviews
Guide technical decision-making
Translate business needs
Partner with engineering
Partner with infrastructure
Support implementation planning
Support continuous improvements
Evaluate new technologies
Identify opportunities
Contribute to roadmap
Contribute to modernization strategy
Influence future direction
How You'll Work.
Team & Collaboration
Business leaders; Engineers; Vendors; Engineering teams; Infrastructure teams
Communication Scope
Stakeholder communication
Process & Methodology
Roadmap planning
Full Job Description
**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
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