Position Description:
We are seeking a highly skilled Enterprise Business Architect to lead the implementation of cutting edge cloud based contact center solutions. This role requires deep expertise in contact center operations, cloud technologies, and enterprise architecture principles. The ideal candidate will work directly with clients to understand their needs and translate them into innovative, scalable, and secure technology solutions.
Your future duties and responsibilities:
You will be responsible for designing systems that enhance customer experience, improve operational efficiency, and align with client governance and compliance frameworks. Strong communication skills are essential, as you will engage with stakeholders across all levels—from end users to senior leadership.
Required qualifications to be successful in this role:
. Enterprise Business Architect Position Description We are seeking a highly skilled Enterprise Business Architect to lead the implementation of cutting edge cloud based contact center solutions.
This role requires deep expertise in contact center operations, cloud technologies, and enterprise architecture principles. The ideal candidate will work directly with clients to understand their needs and translate them into innovative, scalable, and secure technology solutions.
You will be responsible for designing systems that enhance customer experience, improve operational efficiency, and align with client governance and compliance frameworks.
Strong communication skills are essential, as you will engage with stakeholders across all levels—from end users to senior leadership.
. Collaborate with clients to gather requirements and understand business needs.
. Design and implement cloud based contact center solutions aligned with client objectives. . Develop and maintain enterprise architecture frameworks and standards.
. Ensure scalability, reliability, and security of contact center systems.
. Lead integration of contact center technologies with enterprise systems (e.g., knowledge bases, WFM, WFO, automation, generative/agentic AI, AI analytics).
. Provide technical guidance and support to project teams during implementation.
. Conduct assessments and audits to ensure compliance with industry standards.
. Stay current with trends in cloud technologies and contact center innovation.
. Create detailed documentation and implementation plans. . Facilitate training and knowledge transfer for clients and internal teams.
. Develop business architecture strategies aligned with organizational goals.
. Analyze and optimize contact center platforms to improve agent efficiency and customer experience.
. Analyze and improve business processes for greater effectiveness.
. Translate business requirements into technical solutions in collaboration with stakeholders.
.Ensure alignment between business strategies and IT initiatives.
. Lead development of business models and capability maps.
CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $90,–$. This role is an existing vacancy.
Use of the term ‘architect’ in this job posting refers to the technical sense related to Information Technology (IT) and does not imply that the individual practices architecture or possesses the requisite license as prescribed by the applicable provincial or territorial architect regulator. We are seeking individuals with expertise in IT architect-related functions, but licensure from an architect regulator is not a prerequisite for this position. Architecture is a regulated profession in Canada which is restricted in terms of use of titles and designation.
Skills:
Enterprise Business Architect • Ottawa, Canada
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