Inclusion without Exception:

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world's largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive-powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS operates in 55 countries and employs over 612607,000 of the world's best-trained consultants highly skilled individuals in 55 countries, including more than 10,000 in Canada. The company generated consolidated revenues of US $29 30 billion in the fiscal year ended March 31, 20254 and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

Skills and Responsibilities:

We are seeking a highly experienced Contact Center Solution Architect to help us assess, design, and unify our customer experience systems.

The ideal candidate will have deep expertise in AWS Connect and Genesys platforms, with a strong background in solution architecture, integration design, and strategic consulting.

Key Responsibilities:

• Assess the current state of AWS Connect and Genesys deployments across business segments.

• Define a future-state contact center architecture that aligns with business goals.

• Design integration strategies between platforms, CRMs, data systems, and third-party tools.

• Produce architecture documents, solution blueprints, and implement roadmaps.

• Consult with business and technical stakeholders to gather requirements and define priorities.

• Support vendor evaluation and platform consolidation decisions, if required.

Required Skills:

• Good years of hands-on experience with AWS Connect and/or Genesys (Cloud and/or engage).

• Proven experience in designing hybrid or migration architectures involving cloud contact centers.

• Knowledge of IVR, call routing, AI/ML use cases (e.g., chatbots, speech analytics), and omnichannel solutions.

• Strong understanding of API integrations, data flows, and contact center analytics.

• Excellent communication and stakeholder management skills.

Preferred Qualifications:

• AWS or Genesys certifications (e.g., AWS Certified Solutions Architect, Genesys Cloud CX Architect).

• Experience with CRMs (Salesforce, Dynamics), middleware platforms, and customer data platforms.

• Exposure to security/compliance frameworks in contact center environments (e.g., GDPR, PCI).

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.