Information Technology (IT) serves as an internal function responsible for the development, operation, and maintenance of the IT systems and platforms that Nokia relies on.
As an IT Solution Architect - Voice, Contact Center & Messaging, you will work across cloud contact center, VoIP/telephony, SMS gateway, Nokia Mobile Alerts Platform, and related automation capabilities, combining architecture leadership with service evolution, supplier engagement, governance, and advanced operational problem solving. This is a hands-on expert role for someone who is equally comfortable discussing solution design, reviewing vendor proposals, defining service requirements, supporting transformation programs, and driving resolution of complex service issues.
Responsibilities:
- Own and evolve solution architecture for enterprise voice, contact center, and messaging services.
- Define and maintain service requirements, architecture inputs, transition expectations, security controls, reporting needs, and operational support models for managed communication services.
- Drive architecture and design alignment for Contact Center platforms, VoIP backend, SMS Gateway, Nokia Mobile Alerts Platform and adjacent communication capabilities.
- Translate business needs into clear technical and service requirements, including API-based capabilities, user journeys, service models, and integration patterns.
- Support sourcing, RFP, and vendor selection activities by evaluating solution fit, documentation quality, implementation approach, architecture completeness, and commercial implications.
- Partner with procurement, security, operations, service owners, and external providers to shape robust, scalable, and supportable service solutions.
- Review low-level design and implementation documentation and ensure alignment with Nokia architecture, security, and operational standards.
- Contribute to service governance, change processes, transition planning, transformation readiness, and acceptance criteria.
- Support major incidents, complex escalations, and recurring service issues by bringing architectural insight into troubleshooting and long-term corrective actions.
- Use service and consumption data to support decision-making, baseline planning, business cases, and commercial discussions.
Key areas of responsibility
- Cloud Contact Center architecture and feature evolution
- VoIP/PSTN/SBC/telephony solution design
- SMS gateway service architecture and secure API enablement
- ServiceNow-aligned IT service management and support model definition
- Security, privacy, and regulatory alignment for enterprise communication services
- Vendor solution assessment, negotiation support, and service transition governance
- Technical documentation, service descriptions, and architecture artifacts
- Operational design support for 24x7 managed services
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
- 10+ years of experience in IT unified communication technology solutions, with a proven track record of planning and executing technology architecture deployments from concept through successful delivery.
- Expert-level understanding of cloud-based contact center services, call routing, IVR, ACD, queueing, call recording, and supervisor/administrator capabilities
- Expert-level experience with enterprise messaging or notification services, including SMS gateway or API-driven communication services
- Strong hands-on experience across at least two of the core domains: cloud contact center, VoIP/enterprise voice, and messaging platforms.
- Proven experience in solution architecture, service design, and technical governance, with the ability to translate business needs into clear architecture, technical requirements, and high-quality documentation
- Experience leading or contributing to RFPs, vendor evaluations, solution scoring, and technical/commercial assessments.
- Fluent in English with excellent verbal and written communication skills, able to create clear, executive-ready materials and communicate complex topics effectively.
- Collaborative, transparent, and able to build trust across functions and suppliers.
Preferred qualifications
- Solid understanding of secure architecture, including authentication, encryption in transit/at rest, and enterprise access control patterns
- Strong experience working with managed service providers, suppliers, and cross-functional stakeholders in a global enterprise environment.
- Analytical mindset and ability to connect technical design decisions with service quality, usability, supportability, and commercial impact
- Experience in global enterprise environments with regulatory and country-specific service constraints
You are a senior specialist who enjoys working at the intersection of architecture, service delivery, vendor management, and transformation. You are comfortable moving from a design workshop to a supplier review, from a requirements document to an escalation call, and from solution scoring to technical problem analysis. You bring structure, technical depth, and business awareness to complex communication services that need to work reliably at scale.
