Contact Center Architect in Kraków

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B Position Overview

Contact Center Architect to shape high-level contact center capabilities across customer organization. The role will define target architectures, reference patterns and technology roadmaps for a diverse business landscape that may use multiple contact center platforms, voice services and integration approaches. This is not a product-administration role and is not tied to one vendor. The successful candidate will combine hands‑on solution design experience with broader enterprise architecture judgment, helping business and technology teams select, integrate, modernize and govern contact center solutions according to business outcomes, risk, security, resilience and operational needs. What you will do:

Define and evolve the enterprise contact center and voice target architecture, principles, standards and reusable reference patterns. Assess business requirements and translate them into solution options, capability models, architecture decisions and pragmatic roadmaps. Provide architecture leadership across a multi-platform landscape, balancing strategic standardization with regional, regulatory and business-unit needs. Lead high‑level solution design and design assurance for customer routing, IVR and self-service, voice and digital channels, workforce capabilities, recording, analytics, integrations and supporting services. Evaluate solution options objectively, including cloud, hybrid and existing platforms, without defaulting to a preferred vendor. Define integration patterns for CRM, policy and claims systems, identity, data platforms, collaboration tools, APIs, event services and telecommunications providers. Guide modernization and migration strategies, including coexistence, transition states, technical debt reduction and retirement of legacy capabilities. Ensure architectures address security, privacy, compliance, resilience, disaster recovery, observability, performance, scalability and supportability. Partner with business architecture, enterprise architecture, security, infrastructure, network, data, application delivery, procurement and service management teams. Provide design governance through architecture reviews, decision records, risk identification and approval recommendations. Build shared understanding through clear diagrams, executive‑level presentations, design workshops and guidance for delivery teams. Significant experience in technology architecture, including solution design for contact center, customer engagement, unified communications or voice services. Experience designing architecture for a large, complex business that operates multiple contact center solutions, business units, regions or operating models. Ability to work at both enterprise and solution levels, moving from strategic capability and target‑state discussions into sufficiently detailed architecture for delivery teams. Strong understanding of contact center concepts such as omnichannel routing, IVR, self‑service, recording, workforce engagement, quality management, analytics and operational reporting. Practical knowledge of voice and communications architecture, including VoIP, SIP, carrier connectivity, numbering, call flows and cloud connectivity. Experience integrating contact center platforms with enterprise applications and services through APIs, middleware, events and standard integration patterns. Experience producing architecture artifacts such as context diagrams, capability views, logical and deployment designs, interface catalogs, decision records, transition architectures and roadmaps. Ability to assess trade‑offs involving cost, risk, security, resilience, data, user experience, operational support and time to market. Confident communication with senior stakeholders, architects, engineers, product owners, vendors and delivery partners. Fluent business English. Beneficial experience:

Architecture or solution design experience with Genesys Cloud, 8x8 or another enterprise contact center platform. Experience with Microsoft Teams Phone, cloud telephony, session border controllers, voice recording, speech analytics, voice biometrics or conversational AI. Knowledge of architecture methods and modeling notations such as ArchiMate, BPMN and UML. Experience with public cloud, containers, microservices, distributed systems and modern integration platforms. Experience in insurance, financial services or another regulated, multinational environment. German language skills are welcome but not mandatory. How success will be measured:

Clear, adopted target architectures and reference patterns that improve consistency across customer landscape. Well‑evidenced architecture decisions that connect business needs to technology outcomes and make trade‑offs transparent. Reduced duplication, uncontrolled complexity and avoidable vendor lock‑in across the contact center landscape. Delivery teams receive timely, practical architecture guidance and can implement solutions that are secure, resilient and supportable. Modernization roadmaps provide realistic transition states while protecting business continuity and customer service. The profile we are looking for:

You are a pragmatic architect who can see the whole enterprise landscape without losing sight of delivery reality. You are comfortable challenging assumptions, comparing options and explaining complex designs in clear business language. You bring vendor expertise where useful, but your recommendations remain outcome‑led, evidence‑based and appropriate for a diverse global organization. Why Us?

We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark; We offer a virtual‑first work environment, promoting a good work‑life balance and real flexibility; Our company is extremely diverse with representation of 165 nationalities; We offer the opportunity to work with colleagues across the globe; We offer comprehensive benefits for all employees; We are a certified great place to work and a top employer in 25 countries, offering a positive work environment that values employee recognition and respect. Please note that we will contact only those candidates who are selected for further consideration.

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