The Modern Workplace Solutions Architect will design and optimize workplace solutions, integrating IT infrastructure, digital experience, and automation for enhanced productivity and customer experience.
Modern Workplace Solutions Architect
Overview
We are seeking a Modern Workplace Solutions Architect to design, implement, and optimize enterprise workplace solutions that integrate digital experience, IT infrastructure, physical space, and intelligent automation. This role requires a strong background in cloud platforms, collaboration tools, AI-driven automation, and enterprise connectivity. The ideal candidate will blend technical expertise with business acumen to deliver measurable outcomes in productivity, customer experience, and cost efficiency.
Key Responsibilities
- Customer Experience & Contact Center
- Architect and modernize CCaaS/UCaaS platforms for omnichannel customer engagement.
- Deploy and integrate AI-powered virtual agents, agent assist, and workflow automation.
- Implement real-time analytics and sentiment monitoring to optimize CX outcomes.
- Integrate CRM platforms to enable data-driven insights and personalization.
- Workforce Enablement
- Drive application optimization and rationalization across enterprise platforms.
- Lead digital adoption initiatives with contextual learning and process analytics.
- Design and deploy device lifecycle management and endpoint automation solutions.
- Implement AI-driven digital assistants and intelligent workflows to reduce app fatigue and boost employee productivity.
- IT Operations & Infrastructure
- Lead transformation of legacy IT systems into cloud-native, evergreen platforms using Infrastructure as Code.
- Design and implement self-healing systems, predictive maintenance, and agentless service desk automation.
- Integrate AI/ML analytics for predictive insights and intelligent operations.
- Manage platform modernization projects (e.g., UCaaS migrations, automation of service delivery).
- Workspace & Connectivity
- Design intelligent, immersive workspace environments that blend digital and physical experiences.
- Implement IoT-enabled smart building systems for optimized space utilization.
- Architect enterprise networking solutions, including Private LTE, distributed antenna systems, satellite, and wireline.
- Deploy AI-enabled self-optimizing networks with advanced security controls.
- Innovation & Strategy
- Collaborate with cross-functional teams to align technology with business outcomes.
- Contribute to innovation pods focused on AI, automation, and workplace transformation.
- Provide strategic input on ecosystem integration, platform scalability, and service innovation.
Required Skills & Experience
- Proven expertise in UCaaS/CCaaS platforms (e.g., Genesys, Cisco, Zoom, Microsoft Teams).
- Strong background in cloud platforms (Azure, AWS) and Infrastructure as Code (Terraform, Ansible).
- Experience deploying AI/automation solutions such as chatbots, virtual agents, and IT automation.
- Knowledge of CRM platforms (Salesforce, Dynamics, HubSpot) and experience analytics tools.
- Familiarity with enterprise asset management, endpoint management, and device-as-a-service models.
- Strong understanding of networking and connectivity (Private LTE, 5G, SD-WAN, satellite, IoT).
- Experience with intelligent workspace design (AV integration, collaboration tools, IoT).
- Excellent stakeholder engagement skills with the ability to translate business outcomes into technical solutions.
Preferred Qualifications
- Certifications in Azure, AWS, Microsoft Teams, Zoom, or Genesys.
- Experience with Agentic AI platforms for CX/EX for Support, Deflection and Agent assist.
- Experience with AI/ML platforms for IT Automation, analytics and observability.
- Familiarity with enterprise observability and monitoring tools.
- Strong background in change management and digital adoption strategies.
Outcomes & Impact
- Accelerate digital transformation across workforce and IT operations.
- Improve customer satisfaction (CSAT, NPS) through seamless CX.
- Increase employee productivity and reduce operational costs via automation.
- Optimize real estate and IT spend with hybrid workspace strategies.
- Deliver measurable business outcomes by integrating technology ecosystems into a unified workplace strategy.
⭐ Nice to Have
- Certifications in Azure, AWS, Zoom, Microsoft Teams, Google, Amazon Connect or Genesys.
- Exposure to enterprise observability tools and innovation-driven environments.
💡 If you’re ready to shape how the modern workplace operates—blending people, technology, and spaces into a seamless ecosystem—we’d love to hear from you.
About Us
What's in it for You?
Joining Black Box means you’ll have the opportunity to work on exciting, highly visible projects with our customers. You’ll get to know large and small organizations across the world and work to deliver best in class IT solutions. You’ll be rewarded with a variety of experiences, development opportunities and exposure to some of the world's most admired companies. In addition to these rewarding experiences, you’ll have access to our comprehensive Total Rewards Program. Our program continues to evolve to meet the needs of our dynamic workforce by providing a variety of benefits which are applicable and competitive for each country & region.
About Black Box
Black Box is the trusted global solutions integrator and digital technology partner. With nearly 45 years of experience connecting people and devices, we are an organization of top technical professionals dedicated to delivering solutions and services that help organizations design, build, manage, and secure their communications and IT infrastructure and networks. Technologies include 5G/OnGo, connected buildings, digital workplace, multisite deployments, data centers, and IoT.
We also design and manufacture award-winning products for Pro AV, KVM, cabling, and networking known for their advanced functionality, flawless performance, outstanding reliability and fail-safe security. We deliver high-value technology services and products through our values, such as innovation, ownership, transparency, respect and open-mindedness combined with our global presence and 2,500+ team members in 24 countries and growing. Black Box is a wholly-owned subsidiary of AGC Networks.
Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, sexual identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.
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