CCaaS Architect

A CCaaS Architect designs and implements cloud-based contact center solutions that enhance customer engagement, streamline operations, and integrate seamlessly with enterprise systems.

• Architect end-to-end CCaaS solutions aligned with business and customer experience goals.
• Conduct current-state assessments and define future-state architectures.

• Connect CCaaS platforms with CRM, ERP, and other enterprise applications for smooth data flow.
• Ensure interoperability with AI-driven tools (e.g., Dialogflow, Agent Assist).

• Act as a trusted advisor to clients, analyzing business needs and recommending scalable solutions.
• Provide insights and roadmaps for digital transformation in customer service.

• Lead technical teams in deploying CCaaS platforms.
• Oversee project planning, execution, and compliance with requirements.

• Monitor performance and recommend improvements for efficiency and customer satisfaction.
• Leverage analytics and reporting tools to drive continuous improvement.

• 8+ years in IT/Contact Center technology roles.
• Prior experience as a Solution Architect or Technical Lead in customer engagement platforms.
• Certifications in cloud technologies or CCaaS platforms are often preferred.

• Strong knowledge of CCaaS platforms (Genesys Cloud, Amazon Connect, Five9, NICE CXone, etc.).
• Experience with CCAI technologies (Dialogflow, Insights, Agent Desktop, Agent Assist).
• Proficiency in cloud architecture (AWS, Azure, GCP).
• Familiarity with enterprise integration (APIs, middleware, data pipelines).
• Strong communication and stakeholder management skills.
• Ability to lead workshops, interviews, and technical discussions.