Contact Center Architect

Job Description
We are seeking a Senior Contact Center Architect to help modernize and scale enterprise contact center platforms. This role sits at the intersection of cloud, telephony, and software engineering, focused on delivering customer-centric solutions across voice and digital channels. You’ll play a key role in designing and evolving next-generation capabilities, including intelligent routing, automation, and real-time customer engagement.
Key Responsibilities
 • Design and enhance enterprise contact center solutions across voice and digital channels (chat, email, workflows)
 • Configure and develop within contact center platforms (NICE, Genesys, Five9)
 • Advance capabilities across:
  ○ ACD, IVR, and outbound dialers
  ○ Intelligent routing and call flows
  ○ Automation and customer interaction workflows
 • Build and support CTI integrations and screen-pop solutions to improve agent and customer experience
 • Partner with business and technical ...