Technical Architect - Pre-Sales Solutions

ABOUT THE COMPANY

At Teleperformance, we provide industry-leading customer experiences and digitally powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless, and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
We are customer experience management experts.

JOB SUMMARY

The Technical Architect at Teleperformance EMEA will serve as the technical authority within the pre-sales organization, designing robust, scalable, and secure technical architectures that enable our transformation solutions and win complex enterprise deals. This role combines deep technical expertise across cloud platforms, enterprise integration, CCaaS, AI/ML, and security with the ability to translate business requirements into comprehensive technical solutions that are both innovative and implementable. Based in the EMEA region and reporting to the SVP – Transformation, this role is primarily internally focused on RFP response development, solution design, and technical validation, while also engaging directly with client IT teams and technical stakeholders during critical phases of the sales cycle. The Technical Architect works in close partnership with Transformation Solution Consultants, Pre-Sales Consultants, and Account Executives to ensure that every technical architecture is aligned with client requirements, industry best practices, security standards, and Teleperformance's delivery capabilities. This is an opportunity for an experienced enterprise architect to shape high-impact technical solutions across diverse industries while staying at the forefront of cloud, AI, and integration technologies.

RESPONSIBILITIES

Technical Architecture Design & Documentation· Design comprehensive, enterprise-grade technical architectures for complex transformation solutions spanning cloud platforms (AWS, Azure, GCP), CCaaS (Genesys, Five9, Amazon Connect, etc.), CX platforms, customer data platforms (CDPs), AI/ML platforms, and GenAI integrations· Develop detailed architecture diagrams (logical, physical, network, security, integration, data flow) that clearly communicate technical solution design to both technical and non-technical audiences· Create technical architecture documentation for RFP responses, including infrastructure design, technology stack specifications, integration patterns, data architecture, security architecture, and deployment models· Define API integration strategies and enterprise integration architectures leveraging RESTful APIs, GraphQL, webhooks, microservices, ESB, and iPaaS platforms (MuleSoft, Dell Boomi, Azure Integration Services)· Ensure technical architectures incorporate industry best practices for scalability, reliability, performance, disaster recovery, and business continuity RFP Technical Response Development· Lead the development of technical sections within RFP responses, addressing infrastructure requirements, technical specifications, integration capabilities, security controls, and compliance frameworks· Translate complex technical architectures into clear, compelling narratives that demonstrate Teleperformance's technical capabilities and differentiation· Respond to detailed technical questionnaires and requirements matrices with accuracy and completeness· Collaborate with Transformation Solution Consultants to ensure alignment between business solution design and underlying technical architecture· Provide technical validation and review of all architecture content before proposal submission to ensure technical accuracy and feasibility Client Technical Engagement· Participate in virtual meetings and workshops with client IT teams, technical stakeholders, and enterprise architects to discuss technical requirements, address concerns, and validate solution approaches· Deliver technical presentations that articulate architecture design decisions, technology selections, integration approaches, and security controls· Conduct technical deep-dive sessions addressing specific areas such as cloud architecture, API integration, data migration, security frameworks, or platform capabilities· Respond to technical questions and clarifications during RFP evaluation cycles, demonstrating technical credibility and solution confidence· Support proof-of-concept (POC) development and technical demonstrations that validate architecture feasibility and capabilities Security & Compliance Architecture· Design security architectures incorporating IAM (Identity and Access Management), encryption (data at rest and in transit), network security, zero-trust principles, and security monitoring· Ensure technical solutions comply with relevant frameworks and regulations including GDPR, SOC2, ISO 27001, PCI-DSS, HIPAA, and industry-specific compliance requirements· Document security controls, data protection measures, access management policies, and compliance attestations for RFP responses· Collaborate with Teleperformance's security and compliance teams to validate architecture adherence to corporate security standards and client requirements· Stay current on evolving security threats, compliance requirements, and security best practices across cloud and enterprise environments Technology Partnership & Platform Expertise· Maintain deep technical knowledge of Teleperformance's technology partnerships and preferred platforms across cloud (AWS, Azure, GCP), CCaaS, AI/ML, automation, analytics, and integration domains· Understand capabilities, limitations, and licensing models of key technology partners to inform architecture decisions and commercial recommendations· Evaluate emerging technologies and platforms that could enhance Teleperformance's solution capabilities and competitive positioning· Provide technical input on technology partnership strategies and platform selection decisions· Develop reference architectures and solution blueprints for common technical scenarios that can be leveraged across multiple opportunitiesRequirements· Minimum of 5-10 years of experience in enterprise architecture, solution architecture, technical pre-sales, or technical consulting roles within technology services, BPO, CX, cloud services, or systems integration industries· Proven track record of designing enterprise-scale technical architectures for complex, multi-million dollar opportunities and winning competitive deals· Experience engaging with client IT teams, enterprise architects, and technical decision-makers in pre-sales or consulting contexts· Familiarity with EMEA market requirements, data residency regulations, and regional technology landscape· Expert-level knowledge of major cloud platforms including AWS, Azure, and Google Cloud Platform (GCP)· Experience with infrastructure-as-code (Terraform, CloudFormation, ARM templates) and DevOps practices· Understanding of containerization (Docker, Kubernetes) and serverless architectures· Deep understanding of API design and integration patterns· Strong knowledge of Contact Center as a Service (CCaaS) platforms including Genesys Cloud/Engage, Five9, Amazon Connect, Salesforce Service Cloud Voice, NICE CXone, or similar· Experience with Customer Data Platforms (CDPs), CRM systems (Salesforce, Microsoft Dynamics), and customer engagement platforms· Familiarity with voice infrastructure (SIP trunking, PSTN connectivity, voice quality optimization)· Knowledge of compliance frameworks including GDPR, SOC2, ISO 27001, PCI-DSS, HIPAA, and industry-specific regulations· Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related technical field required· Advanced degree (MS in Computer Science, MBA with technical focus) is a plus· Relevant certifications highly valued:-Cloud: AWS Solutions Architect (Associate/Professional), Azure Solutions Architect Expert, Google Cloud Professional Architect-Enterprise Architecture: TOGAF, Zachman Framework-Security: CISSP, CCSP, Azure/AWS Security certifications-Integration: MuleSoft Certified Architect, Dell Boomi certifications-CCaaS/CX: Genesys, Five9, or other platform certifications We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

REQUIRED SKILLS

Cloud architectures and services, Web service and application development, Application programming interfaces (API), Container solutions (Docker, Jenkins, Kubernetes)

REQUIRED EDUCATION

Bachelor's degree