Solutions Architect – Contact Center (Cloud & AI)
jci
Full time
Solutions Architect – Contact Center (Cloud & AI)
jci· ESP05 Tyco IF&S Corporation Servicios
About this role
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’s degree in computer science, Information Technology, Engineering, or a related field.
Overview of cloud telephony services.
Exposure to AI, automation, or digital engagement platforms.
About Us
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
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Frequently Asked Questions
Is the salary disclosed for the Solutions Architect – Contact Center (Cloud & AI) position at jci?
The salary for this Solutions Architect – Contact Center (Cloud & AI) role at jci is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Solutions Architect – Contact Center (Cloud & AI) position at jci located?
This Solutions Architect – Contact Center (Cloud & AI) role at jci is based in Las Rozas-Madrid-Spain. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Solutions Architect – Contact Center (Cloud & AI) role at jci full-time or part-time?
This is listed as a Full time position. It is posted as a Solutions Architect – Contact Center (Cloud & AI) role in the ESP05 Tyco IF&S Corporation Servicios department at jci.
Which team or department does the Solutions Architect – Contact Center (Cloud & AI) at jci belong to?
This Solutions Architect – Contact Center (Cloud & AI) position is part of the ESP05 Tyco IF&S Corporation Servicios department at jci. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Solutions Architect – Contact Center (Cloud & AI) position at jci?
Click the "Apply Now" button on this page. You will be redirected to jci's official application portal hosted on workday where you can submit your application directly.
Solutions Architect – Contact Center (Cloud & AI)
jci
You'll be redirected to jci's official application page on Workday.