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

Job Description

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

• Professional growth, meaningful projects, open culture, and an outstanding work‑life balance!
• An opportunity to create the future of a growing, fast‑developing, and important sector.
• We believe that our organizational culture is an important part of enabling you to be successful.
• A flexible hybrid work model as part of our culture and way of working.
• Curiosity and learning as a lifestyle where you need to unlearn and relearn every day as new possibilities emerge.

We look forward to your online application! Please attach your CV or LinkedIn profile and we will reach out to you. Interviews will be held on a continuous basis, so we encourage you to apply today. If you have any questions regarding this role, please contact us:

Hope to hear from you soon!

Location: Vienna, Linz, Graz, Berlin, Regensburg

Additional Information

At Tieto, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)