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Senior IT Contact Center Solution Architect Job

Location(s): CO - Denver; MN - Minneapolis


Are you looking for an exciting job where you can put your skills, talents and education to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A professional position at Xcel Energy could be just what you’re looking for.



The Senior Contact Center Solution Architect develops solution plans intended to support business investment decisions which means they must hold the appropriate balance between costs, risks and desired business outcomes.  The Contact Center Solution Architect creates innovative and practical designs that account for the end-to-end technical solution of a contact center system, in line with the business strategy and objectives. The Contact Center Solutions Architect must be well versed in contact center offerings such as Salesforce, contact management, interactive voice response and other self-services capabilities in order to fully meet customer expectations. In conjunction with contact center products they must demonstrate strong capabilities in design, implementation, and training of omnichannel solutions.


Position Summary

The Senior IT Architect is a key role within the IT organization. They own and govern the use of architecture design patterns, data tools and principles that align to the overarching IT Strategy and optimally serve their respective domain. They consult and collaborate cross-organizationally to support delivery of end-to-end capabilities. They own, report, and consult on the overall health and corresponding risks of the Technical domain.

Essential Responsibilities


  • Architectural Operations: Review and approve projects and work efforts to ensure that they are compliant with architectural standards. Track and manage exceptions to standards. Continuously improve operational processes. Assess, report, and make recommendations to eliminate operational risk related to technology or architecture.
  • Technical Expertise: Provide consultation and direction to delivery and operational teams on optimal architecture for respective solutions. Maintain state-of-the-art expertise of enterprise architecture technologies, frameworks, and industry innovations.
  • Leadership: Lead work cross-organizationally through coaching and feedback, and through significant interactions and influence with leaders. Govern work efforts to ensure alignment with reference architecture, IT strategy and policy. Collaborate cross-organizationally to influence alignment on and adoption of enterprise architecture standards.
  • Planning and Strategy: Participate in creation and renewal of an overarching IT strategy. Develop and enforce reference architecture standards that are aligned with IT strategies and principles. Contribute to architecture road maps and provide input to technology roadmaps. Ensure the domain IT Strategy align with Enterprise Architecture framework and standards.
  • Understanding of contact center competitive landscape and the ability to help clients work through platform considerations, comparison, and selection.
  • A desire to continue to stay up-to-date on the evolution of contact center and adjunct technology – e.g. Avaya, Genesys, AWS, NICE nContact, Five9, etc.
  • Ability to guide clients, based on size and sophistication, whether on-prem, hosted workloads, single vendor SaaS, or multi-vendor SaaS best suit their future state business and technology needs.
  • Understanding of legacy contact center telephony solutions and future oriented telephony solutions.
  • Understanding of personalization and the use of data analytics/AI/ML to improve contact center experiences.
  • Understanding of how digital personalization solutions can be extended to the contact center.
  • Understanding of contact center desktop solutions and integration options.
  • Software development full lifecycle methodologies.

Minimum Requirements



  • Bachelor’s degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
  • Ten years of related functional experience.
  • Architecture acumen across multiple domains including network, infrastructure, software, hosting models, mobile platforms, and security.
  • Exposure to diverse systems, technologies and processing environments in a large Corporate setting.
  • Project solution architecture experience.
  • General knowledge of core aspects of enterprise architecture (Software, Hardware, Network, Integration, Data, hosting models, platform types, etc.).
  • Strong analytical, problem-solving and troubleshooting skills.
  • Extensive knowledge of future technology trends within area of expertise.
  • Demonstrated leadership on technical aspects of large scale projects.
  • Excellent communication skills, effective with varying organizational levels and skill sets.
  • Excellent Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.



  • Minimum of 7 years in a contact center solution or technical architect role
  • Experience in architecting and designing core contact center and adjunct technology solutions (both on-prem and cloud)
  • Possesses deep knowledge on contact center solution architecture spanning across all aspects of each system and how it can be applied in a business context
  • Experience moving contact centers from on-prem to cloud
  • Experience with contact center resiliency and DR capabilities
  • Experience in solution cost estimation
  • Solid business acumen, management and marketing communication skills
  • Significant experience in presenting ideas, products, concepts to varied audiences.
  • Experience coaching and mentoring others
  • Proven experience in delivering effective contact center solution architecture strategies Experience supporting peer teams and their responsibilities; such as infrastructure, operations, engineering, info-security






As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.


Posting Notes:  CO - Denver || CO - Denver; MN - Minneapolis || United States (US) || Customer And Innovation || 56115:IT-Network Services || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $94,500 to $134,166 per year

Click here to see our benefits


Requisition Number: 34988

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Individuals with a disability who need an accommodation to apply please contact us at

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Nearest Major Market: Denver

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