Principal Solutions Architect, Contact Center (SME)

unlimited holidays - work from home - fully flexible
Work set-up: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
United States

Offer summary

Qualifications:

10+ years of experience in contact center technology architecture or management., Deep understanding of modern CCaaS platforms and integrations., Bachelor's degree in a relevant technical or business field; advanced degrees or certifications are a plus., Strong communication skills for engaging with executive-level stakeholders..

Key responsibilities:

  • Design and develop complex customer experience solutions for contact centers.
  • Partner with product and sales teams to develop go-to-market strategies.
  • Build and maintain relationships with system integrators and technology partners.
  • Provide thought leadership and market insights to inform product development.

Quantum Metric logo
Quantum Metric Scaleup https://www.quantummetric.com
501 - 1000 Employees
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Job description

😎 Our Culture
Quantum Metric's number one objective is happy people, diverse and inclusive culture.  We’re passionate about empowering our people to become the best version of themselves, offering coaching and training programs designed to accelerate their career in whatever direction they choose.  

As a remote-first company, we understand the importance of building an engaged, diverse, and fun place to work. We hold regular company-wide events, seasonal challenges, and Quantum Metric sponsored local outings when Zoom becomes too much. We also have a number of Employee Resource Groups that provide spaces to discuss, share, and reflect on topics that impact us both inside and outside of work - from being new to SaaS or navigating it as a first-time parent, to overcoming the barriers faced as Black, Hispanic, Asian American and Native Hawaiian/Pacific Islander, LGBTQIA or other underrepresented backgrounds.
  
We are also passionate about the connections we build with our customers. You’ll not only work with some of the world’s most recognized brands, but build lasting relationships.

At Quantum Metric we value all types of experience and education and don’t expect you to meet every qualification for this position. We are most interested in the unique perspective you can bring and your ability to uphold our values of passion, persistence, and integrity.

🚀 About the Role
We are seeking a highly experienced and visionary Principal Solutions Architect, Contact Center, to serve as a pivotal Subject Matter Expert (SME) and market Lead. This critical role will drive the expansion and strategic integration of Quantum Metric within the Contact Center domain.

You will partner with Product, Go to Market and Customer Support teams to help develop the product strategy for Quantum Metric into the contact center environment. This includes helping to architect innovative solutions, provide deep product and market insights, directly drive sales/support strategy and revenue growth, and shape product innovation for the Contact Center industry. This role demands a unique blend of technical mastery, strategic business acumen, and a strong point of view on how to win in the evolving Contact Center and Digital Customer Experience landscape.

🔧 What You'll Do
  • Strategic Growth & Revenue: Lead proactive efforts to build and scale Quantum Metric's Contact Center business, driving sales strategy and directly contributing to revenue generation.
  • CX Architecture & Integration: Design complex, multi-channel customer experience solutions, seamlessly bridging digital self-service (web, app, chat) with modern live agent engagement and intelligent routing.
  • Partner Solution Development: Actively engage with System Integrators and technology partners to build joint solutions, leveraging existing relationships and cultivating new contacts within these key organizations.
  • Modern Tech Stack Expertise: Act as the primary SME for CCaaS platforms (e.g., Genesys Cloud, Five9, Amazon Connect), CRM integration (e.g., Salesforce Service Cloud), UCaaS, and AI/ML applications in the contact center.
  • Product & GTM Leadership: Collaborate deeply with Product to shape new offerings and prioritize use cases. Develop and implement go-to-market strategies and compelling messaging for the Contact Center industry.
  • Market & Competitive Intelligence: Maintain expert knowledge of the competitive landscape and market trends, informing Quantum Metric's strategic direction.
  • Thought Leadership: Create high-impact thought leadership content (articles, presentations, webinars) to establish Quantum Metric's expertise.
  • Sales Enablement: Actively partner with the sales organization, serving as a trusted technical and strategic advisor during key client engagements.

    • 💡 What You'll Bring
  • 10+ years of progressive experience in Contact Center technology architecture, design, or management within large enterprises (e.g., major airline, retailer, hotel chain, financial services, etc) OR leading CC architecture projects at top System Integrators.
  • Deep understanding of modern CCaaS platforms, intelligent routing (ACD, IVR), CTI, WFO, QM, and their integration with major CRM systems.
  • Preferred Enterprise SaaS solution knowledge with a focus on optimizing digital experiences for consumers.
  • Experience developing supporting business cases and ROI metrics that justify why an architecture design or technology should be adopted to deliver on the business objectives
  • A strong point of view on winning in the Contact Center space, understanding key roles and digital experience decision-making.
  • Exceptional ability to persuasively communicate complex concepts at VP/C-suite levels and influence cross-functional teams.
  • Bachelor's degree in a relevant technical/business field; advanced degree or relevant certifications preferred.
  • Compensation: $340,000 OTE
    • 🏆 Perks and Benefits
    This will be the best group that you ever work with! We support one another through obstacles and succeed as a team. Your hard work will be well rewarded. Most importantly, you'll be strapped to a technology rocket ship bound for greatness! Your success at Quantum Metric will be a milestone in your career. 

    Group benefits
    Medical, Dental, Vision Insurance (99% Medical base plan paid by the Company)
    FSA, DCFSA, and HSA accounts
    Employee Assistance Programs (EAP)
    Telehealth options
    Voluntary Life & AD&D, STD, LTD, Critical Illness and Accident
    Healthy Rewards – Discount Programs
    Discounts on Pet Insurance
    401k (with employer match) and Options / Equity 
    13 company holidays
    Unlimited Paid Time Off 
    Sick leave
    Parental/Adoption Leave 

    In addition to our more traditional benefits, we also offer great perks, a flexible work environment, and numerous resources for professional development and team building.
    Promotional opportunities 
    Rewards and recognition programs 
    Robust onboarding and training program
    One-time stipend for work-at-home employees
    Monthly business expense stipend
    Flexible work environments
    Employee Discount Program (Perks at Work)
    Employee Referral Program 
    Lead Referral Program
    MacBook and awesome swag delivered to your door
    Encouraging and collaborative culture 
    RECHARGE PROGRAM (after 3 years, disconnect for 3 weeks, no email/slack)
     
    🐉 About Quantum Metric
    As the leader in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do. The Quantum Metric platform provides a structured approach to understanding the digital customer journey, enabling organizations to recognize customer needs, quantify the financial impact and prioritize based on the impact to the customer and business’ bottom line. 

    Today, Quantum Metric captures insights from 40 percent of the world’s internet users, supporting nationally recognized brands in ecommerce and retail, travel, financial services and telecommunications. Our customer retention rate is 98%. 

    Quantum Metric has been named to the Inc 5000 and the Deloitte 500 for the last five-consecutive years, and has made the Best Places to Work lists by Glassdoor, BuiltIn, Fast Company and Forbes. 

    If the above role seems like a match and you’re interested in joining a team of people with exceptional potential from diverse backgrounds, perspectives, and life experiences, we want to hear from you!

    The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Quantum Metric reserves the right to change, edit, and add duties and responsibilities of all job descriptions at any time, at its sole discretion, and to notify the respective employee accordingly. 

    Quantum Metric will only provide offers of employment and all communications regarding employment from an official @quantummetric.com email address and/or LinkedIn inMail. Quantum does not recruit via channels such as WhatsApp or Telegram, and will not ask for a candidate’s sensitive information and/or any upfront fees/costs during the job application process. Quantum asks that any candidates report any suspicious recruitment efforts to security@quantummetric.com.


    #LI-REMOTE #BI-Remote

    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Call Center ExperienceSales StrategySales EnablementIP RoutingCustomer Experience ImprovementBusiness AnalysisApplications Of Artificial IntelligenceMicrosoft Dynamics CRMThought LeadershipMarket Analysis

    Other Skills

    • Collaboration
    • Communication
    • Problem Solving
    Are you interested?

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