Senior Contact Center Solution Architect / Pre-Sales Lead (m/f/d) - Tieto Tech Consulting

Tieto is a leading software and digital engineering services company with global market reach and capabilities. We provide customers across different industries with mission-critical solutions through our specialized software businesses Tieto Caretech, Tieto Banktech and Tieto Indtech, as well as Tieto Tech Consulting business. Join our 15 000 talented vertical software, design, cloud and AI experts and empower our customers to succeed and innovate with the latest technology.

Since 2000, Tieto has been represented in Germany. With about 100 experts, Tietoevry Germany is committed to develop enterprises and society through IT by realizing new opportunities in customers' business transformation.

We believe in professional development and results by supporting our customers on their journey into a meaningful digital future

We are looking for a Senior Contact Center Solution Architect with strong pre-sales experience and affinity to support complex customer engagements around enterprise-grade contact center platforms.

Tieto Tech Consulting works as a true partner, solving customers’ toughest technology challenges and delivering reliable outcomes that drive measurable results. By merging data, cloud, AI and design with deep industry expertise, we create impactful yet intuitive digital solutions that empower people and move businesses forward.

• In this role, your focus is the design, positioning, pre-sale support and technical shaping of modern contact center solutions. You will work closely with sales, delivery teams, and customers to design scalable, integrated, and operationally sound customer service platforms based on Genesys, Novomind and Microsoft Dynamics 365 Contact Center.
• Act as the Lead Solution Architect in pre-sales engagements for contact center projects
• Design end-to-end contact center architectures, including:
• Omnichannel routing (voice, chat, e-mail, messaging)
• IVR / call flows / routing logic
• Voice-, Mail- and Chatbots
• Workforce and quality components
• Lead technical solution workshops with customers
• Translate business and service requirements into concrete platform architectures
• Define integration concepts with CRM systems (especially MS Dynamics 365)
• Support RFPs, proposals, estimations and solution presentations
• Collaborate with delivery teams to ensure architectural feasibility and scalability
• Act as a trusted advisor for customers in service and contact center modernization initiatives

• You are a motivated and experienced CX consultant with:
• Several years of experience as Contact Center Solution Architect, Technical Consultant or Pre-Sales Architect
• Strong hands-on knowledge of Contact Center solutions at least, ideally with one of the following platforms:
• Genesys (Cloud or Engage)
• Novomind
• Dynamics 365 Contact Center
• Experience in integration contact center platforms with surrounding systems (e.g. CRM, 3rd party AI, IAM, etc.)
• Ability to explain technical concepts to both technical and non-technical stakeholders
• Strong pre-sales mindset: solution design, demos, presentations, customer discussions
• Excellent communication and presentation skills with ability to engage both technical and business audiences
• Fluency in English and German