Director of Architecture Role Overview
The Director of Architecture will lead the design and implementation of enterprise architectures, frameworks, and standards across contact center platforms. This includes associate desktop experience, automation, and customer journey solutions.
Key Responsibilities:
* 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.
* Evaluate solutions based on performance, scale, and user experience criteria.
Requirements:
* 10+ years in architecture or senior engineering roles, with 5+ years as a solutions architect.
* Deep experience in large-scale contact center environments.
* Hands-on expertise in cloud-native enterprise architecture, especially across AWS and Azure platforms.
* Strong stakeholder management and communication skills.
* Strategic thinker with a passion for innovation, simplification, and performance.