CCaaS Architect
Job in
Torrance, Los Angeles County, California, 90504, USA
Listed on 2026-03-05
Listing for:
Shrive Technologies
Full Time
position Listed on 2026-03-05
Job specializations:
-
IT/Tech
Cloud Computing, Systems Engineer, IT Consultant, Data Engineer
Job Description & How to Apply Below
A CCaaS Architect designs and implements cloud-based contact center solutions that enhance customer engagement, streamline operations, and integrate seamlessly with enterprise systems.
Key Responsibilities Solution Design- 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.
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