CCaaS Solution Architect

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Act as the regional technical authority for AudioCodes Voca CIC throughout the APAC region.

• Remain updated on the product roadmap, new releases, and emerging functionalities.

• Provide feedback from customers, partners, and competitors to Product Management and Engineering teams.

• Create reusable demo environments, establish best practices, and develop technical playbooks.

• Conduct enablement sessions, workshops, and product updates for regional Sales and Presales teams.

• Collaborate with Sales during the customer journey, from initial discovery to technical validation.

• Lead technical presentations, architecture workshops, and high-level solution demonstrations.

• Design scalable Contact Center and AI solutions customized to meet customer business needs.

• Assist with RFPs, RFIs, and technical proposals by providing detailed solution architecture.

• Position Voca CIC against competitor platforms by clearly articulating technical advantages and business value.

• Manage the complete lifecycle of customer demonstrations and Proofs of Concept.

• Create industry-specific demo scenarios for sectors such as Financial Services, Healthcare, Retail, and BPO.

• Define criteria for PoC success, execution plans, stakeholder alignment, and technical results.

• Enhance demo environments by integrating AI capabilities, automation, and real-world customer journeys.

• Develop and maintain integrations with Salesforce, Microsoft Dynamics, ServiceNow, and Microsoft Teams.

• Aid in the recruitment, technical assessment, and onboarding of strategic partners across APAC.

• Provide technical training, certifications, workshops, and hands-on enablement sessions.

• Guide partners in establishing and expanding successful Voca CIC practices.

• Collaborate with Channel and Alliance teams to grow the regional partner ecosystem.

• Work alongside Product Management, Engineering, Marketing, and Customer Success to enhance product adoption and customer outcomes.

• Share insights on market trends, competitive landscape, and customer needs that shape product strategy.

• Contribute to the development of repeatable technical methodologies that facilitate faster sales execution across the region.

⛳️ Requirements

• A minimum of 5 years of experience in Solutions Engineering, Presales, Technical Consulting, or Solution Architecture in a Contact Center, CX, Conversational AI, or Unified Communications environment.

• Practical experience with Contact Center platforms, Conversational AI, Voicebots, or Intelligent Automation solutions.

• In-depth understanding of the Microsoft Teams Voice and Contact Center ecosystem.

• Demonstrated ability to convert business requirements into scalable technical solutions.

• Strong techno-commercial mindset capable of communicating business value alongside technical features.

• Exceptional presentation, storytelling, and customer-facing communication skills.

• Experience in delivering executive presentations, solution workshops, and technical demonstrations.

• Proven track record of leading customer Proofs of Concept from planning to successful execution.

• Familiarity with CCaaS, UCaaS, Microsoft Teams, Dynamics 365, Salesforce, ServiceNow, or similar enterprise platforms.

• Experience working with channel partners and indirect sales models.

• Knowledge of APIs, integrations, automation, and AI-driven customer experience solutions.

• Self-motivated, proactive, and comfortable working across diverse countries and cultures.

• Strong sense of ownership with a passion for addressing customer challenges.

• Ability to excel in a fast-paced, high-growth technology environment.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Opportunity to engage with Microsoft Teams, Contact Center, Conversational AI, and AI-powered customer experience solutions.

• Collaborate with a global team, partners, and enterprise customers across APAC.

• Access to technical training, certifications, workshops, and hands-on enablement sessions.

• Professional exposure to collaboration with Product Management, Engineering, Marketing, and Customer Success teams.