Delivery Solutions Architect

Delivery Solutions Architect

Company Overview

Waterfield Tech enables companies to select, design, and deploy tailored customer engagement solutions from the world’s leading providers enhanced by cutting edge Applied AI. The results are happier customers, enhanced insights, and lower costs. 

Once live, we empower companies to support, optimize, and modernize those solutions and AI applications, leading to lower risk and increased efficiency. Our client-centric process and track record of success have earned the trust of clients around the world when it comes to customer interaction. 

We value our people—their diversity, their dedication, and their commitment to customer satisfaction. We encourage each other. We understand the value of hard work and the importance of a healthy balance. We’re all on the same page… even though we may get there from different perspectives. All in all, it’s a pretty cool place to be and we’re growing our global team of engineers, sales professionals, and creative souls. 

Position Summary

The Delivery Solutions Architect (DSA) owns the technical solution on Waterfield Tech’s Avaya engagements — from validating the pre-sale scope through project delivery. As a member of the Delivery team, the DSA serves as the technical counterpart to the Project Manager, designing, validating, and governing the end-to-end architecture that turns client requirements into resilient, secure, and implementable outcomes.

This role anchors technical governance for Waterfield’s Avaya portfolio across upgrades, migrations, integrations, and new deployments. The DSA validates pre-sale scope and solution design alongside the Client Advisor, contributes to costing, and carries that design through project initiation, build, testing, and deployment so that what is sold is what is delivered.

The DSA is not expected to be the deepest expert on every platform. On multi-platform programs, the DSA knows the contact center landscape well enough to identify the right internal and external subject-matter experts, orchestrate their input, and ensure that integration points are documented and accounted for in the design — serving as the connective tissue that keeps technical decisions consistent, defensible, and aligned to business goals.

This role requires deep technical fluency in the Avaya Aura ecosystem, strong client-facing presence, and the discipline to govern delivery against an approved design and document it clearly.

This is a high-impact role for a senior practitioner who enjoys owning technical outcomes, partnering closely with project and pre-sales teams, and seeing complex solutions through from design to deployment.

Key Responsibilities

• Own the end-to-end technical architecture for assigned Avaya engagements, designing and validating solutions that meet documented business and functional requirements
• Validate pre-sale scope and solution design in partnership with the Client Advisor on complex, high-touch pursuits — confirming technical fit, surfacing risks, and ensuring scope assumptions are deliverable
• Contribute to costing inputs and effort estimates so that solutions can be delivered within the agreed scope and margin
• Review the pre-sale design at internal kickoff (IKO) and provide clear technical direction to the assigned implementation team
• Serve as the technical counterpart to the Project Manager, providing technical governance across the project lifecycle and ensuring integration points are identified, documented, and resourced
• Govern delivery against the approved design — oversee functional testing and solution deployment, validating that what is built matches what was designed
• Identify technical scope changes early and partner with the Project Manager on change control
• Identify and orchestrate the right internal and external subject-matter experts, coordinating their input into a coherent, well-documented design
• Produce concept design drawings and solution documentation for pre-sale validation and implementation hand-off
• Maintain technical authority across the Avaya Aura ecosystem (Communication Manager, Session Manager, AES, Experience Portal, Elite, AACC) and adjacent partner stack
• Collaborate with cross-functional teams to ensure solutions are scalable, maintainable, executable, and secure
• Translate complex technical concepts and trade-offs for non-technical stakeholders and client leadership
• Partner with existing customers to develop and optimize their technology roadmap
• Stay current on emerging trends, platforms, and technologies relevant to the contact center and CX landscape

Qualifications

• 8+ years in solution architecture, technical architecture, or senior technical delivery in contact center / unified communications, ideally within professional services or systems integration, with significant time on Avaya
• Deep, current expertise in the Avaya Aura ecosystem with the ability to design, defend, and govern solutions in client-facing settings
• Experience validating pre-sale scope and contributing to professional services costing and effort estimates
• Demonstrated experience designing and governing solutions with multiple integration points across more than one platform
• Strong written communication — produces design documentation and integration details clearly, without heavy editing
• Excellent interpersonal skills, with a proven ability to translate technical concepts for non-technical and executive audiences
• Strong time-management skills, with the ability to govern multiple concurrent engagements
• Preferred: experience with adjacent CX platforms (e.g., Five9, Genesys, Cisco, NICE, Zoom); exposure to applied AI and automation in contact centers (e.g., Hyro)

Additional Requirements

• Avaya certifications (ACSS, ACIS) preferred
• Availability to work flexible hours as needed

Physical Requirements

• Sitting: Ability to sit for long periods of time.
• Vision & Hearing: Normal or corrected vision and hearing to work with others in person and video conference.

Waterfield Tech is proud to be an equal opportunity employer.

Waterfield Tech believes that all persons are entitled to equal employment opportunity and does not discriminate against its Employees or applicants because of race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, citizenship status, disability, protected medical condition, military status, genetic information, or any other basis prohibited by applicable federal, state, or local law. This policy extends to all aspects of our employment practices including, but not limited to, recruiting, hiring, training, discipline, promotion, transfers, compensation, benefits, leaves of absence, termination, and all other terms and conditions of employment.

Candidates must be authorized to work in the United States.