Contact Center Architect

Contact Center Architect

Contact Center Architect Strategic Modernization Program

Seeking an experienced Contact Center Strategist to lead a large-scale modernization initiative. The current contact center environment is operating on 7 8-year-old platforms, and the organization is planning a shift-not just an upgrade-to a new cloud-based solution offering enhanced functionality and scalability.

This role requires a strong architectural background to develop and drive the modernization strategy, collaborate with an established task force, and coordinate cross-functional efforts. The program will oversee a high-visibility, high-volume contact center that supports a global network, launching initially in the U.S.

Currently leveraging Genesys as the contact center platform, the organization plans to transition to a new, as-yet-undisclosed solution within the next two months. Priorities for the new platform include cloud services, seamless integration of AI services, and enhanced automation through bot technology.

Preferred experience:

Contact center architecture and modernization strategy

Cloud-based contact center platforms

Familiarity with AI-driven contact center capabilities (e.g., bots, automation)

Experience with Google Cloud Platform (Google Cloud Platform) is highly desirable

Interview

:

2 rounds minimum and there might be a 3rd round, both will be technical and one might be more strategic

Required Skills : Required Experience with Multiple Contact Center Platforms Experience Integrating Cloud and AI Services Focus on Contact Center/Call Center Strategy Development

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Dice Id:

91012195

Position Id:

2025-72853