Enterprise Contact Center Transformation
We are seeking a seasoned contact center architect to lead the design of capabilities, frameworks, and standards across our platform.
The Enterprise Contact Center group is reimagining how customers and associates interact through modern architecture, cloud solutions, and AI-powered tools.
About the Role:
* Define and evolve architectural patterns, technical capabilities, and solutions for contact center technologies and associate-facing tools.
* Collaborate with product leaders, engineering teams, and stakeholders to develop strategic roadmaps and ensure scalable, high-performing solutions.
* Enable and support teams in the delivery of cloud-native platforms and services.
* Play a key role in modernizing legacy systems and accelerating digital capabilities through public cloud (AWS/Azure), AI, and automation.
* Ensure solutions meet high standards for performance, scale, and user experience.
Requirements:
* 10+ years in architecture or senior engineering roles, with 5+ years as a solutions architect.
* Deep experience in large-scale contact center environments, including IVR, CCaaS, agent desktops, AI-driven self-service, agent assist, workflow automation, workforce management, recording/screen capture, or contact center analytics.
* Hands-on expertise in cloud-native enterprise architecture, especially across AWS and Azure platforms.
* Strong stakeholder management and communication skills, comfortable working across technical and business leadership levels.
* Strategic thinker with a passion for innovation, simplification, and performance.
Your Impact:
As part of this shift, you will play a pivotal role in shaping the future of our contact center platform, driving business outcomes through innovative technology solutions.