About the Role
Lead the architectural design and technical strategy for Cloud Contact Center as a Service (CCaaS) platforms, ensuring scalable and secure customer interaction systems.
Responsibilities
- Define technical blueprints for CCaaS implementations aligned with business goals
- Collaborate with stakeholders to gather requirements and translate them into system designs
- Oversee integration of telephony, IVR, and CRM systems within cloud environments
- Ensure compliance with security, privacy, and regulatory standards
- Guide development teams through implementation using agile methodologies
- Conduct system evaluations and performance optimization exercises
- Mentor junior designers and engineers on best practices and standards
- Develop documentation for architecture, workflows, and technical specifications
- Lead proof-of-concept initiatives for emerging CCaaS technologies
- Coordinate with vendors and third-party providers for platform interoperability
- Manage technical debt and ensure long-term system maintainability
- Support testing phases including UAT and performance validation
- Drive adoption of automation and self-service capabilities
- Evaluate new tools and platforms to enhance contact center functionality
- Ensure high availability and disaster recovery readiness
- Promote reusability and standardization across projects
- Facilitate knowledge transfer sessions across global teams
- Monitor industry trends to inform strategic design decisions
- Act as a subject matter expert during client engagements
- Support deployment planning and post-implementation support structures
Compensation
Competitive salary based on experience and qualifications
Work Arrangement
Hybrid work model with flexibility for remote and on-site collaboration
Team
Part of a global delivery team focused on customer experience transformation
Technology Stack
Genesys Cloud, AWS, Azure, Docker, Kubernetes, RESTful APIs, Salesforce Integration, Twilio, Dialogflow, Jira, Confluence
Client Engagement Model
Collaborative delivery approach with onshore and offshore resources, structured around discovery workshops, iterative design, and continuous feedback loops
Available for qualified candidates requiring sponsorship
