Senior Solution Architect (CCaaS)

Client: NiSource
Location: Columbus, OH
Work Location: NiSource Corporate Services (290 W Nationwide Blvd, Columbus, OH 43215)
Job Type: Contract (W2)
Duration: 03/30/2026 – 03/29/2027
Positions: 1
Interview: Required
Message: This role will be Hybrid on regular days, onsite on project travel weeks from Monday through Thursday.

Role Summary

NiSource is seeking a Senior Solution Architect with strong expertise in CCaaS (Contact Center as a Service) to design and deliver enterprise-grade contact center solutions. This role will lead architecture design across cloud, SaaS, integrations, and data platforms while aligning technical solutions with business and customer experience needs.

Key Responsibilities

CCaaS Architecture & Design

• Design end-to-end CCaaS solution architecture including voice, IVR, ACD, routing, and call flows.

• Architect digital engagement channels such as chat, email, SMS, and social messaging.

• Design agent desktop and supervisor workflows.

• Define logical and physical architectures across CCaaS platforms, integrations, and infrastructure.

• Ensure alignment with enterprise security, identity, resiliency, and compliance standards.

Business & Contact Center Alignment

• Collaborate with Contact Center Operations, Customer Experience, and IT teams to gather requirements.

• Translate business and operational needs into scalable technical solutions.

• Facilitate workshops, requirement sessions, and design reviews with stakeholders and vendors.

Platform & Integration Architecture

• Lead integrations between CCaaS and enterprise systems such as:

  • CRM platforms (e.g., Salesforce)

  • CIS / Billing systems

  • Identity and access management systems

  • Data and analytics platforms

• Define API-based, event-driven, and batch integration patterns.

• Evaluate and recommend platform capabilities and third-party tools.

Delivery & Governance

• Act as design authority across all project phases (design, build, test, deploy).

• Review and approve solution designs, call flows, and integration approaches.

• Identify risks, dependencies, and constraints, and recommend mitigation strategies.

• Support architecture governance, change control, and design review boards.

Non-Functional & Operational Readiness

• Define and validate non-functional requirements, including:

  • High availability & disaster recovery

  • Security, privacy, and compliance

  • Performance and scalability

• Ensure solutions are operationally ready and supportable.

Documentation & Continuous Improvement

• Maintain architecture diagrams, decision records (ADRs), and documentation.

• Develop CCaaS standards, reusable patterns, and best practices.

• Stay updated with CCaaS vendor roadmaps and industry trends.

Required Qualifications

CCaaS & Contact Center Expertise

• Hands-on experience with CCaaS platforms such as:

  • NICE CXone

  • Genesys Cloud

  • Amazon Connect

  • Five9

• Strong understanding of contact center operations, IVR, routing, and digital channels.

• Experience designing agent desktop and supervisor workflows.

Technical & Architecture Skills

• Strong experience in solution architecture across cloud, SaaS, and integrations.

• Expertise in API-based and event-driven architectures.

• Knowledge of identity, security, and compliance in SaaS environments.

• Familiarity with reporting, analytics, and contact center KPIs.

Professional Skills

• Strong communication and stakeholder management skills.

• Ability to translate business requirements into technical solutions.

• Experience working in large, complex enterprise programs.

• Ability to influence decisions without direct authority.

Education & Certifications

• Bachelor's degree in IT, Computer Science, or related field.

• CCaaS or cloud certifications preferred.

• Architecture or IT service management certifications are a plus.

Typical Deliverables

• CCaaS solution architecture diagrams

• Call flow and routing design documentation

• Non-functional requirements documentation

• Architecture Decision Records (ADRs)

• Risk and dependency assessments