Contact Center Architect

Summary :

Design and implement voice and contact center solutions, including Natural Language IVR and agent-assist capabilities.

Lead the migration from on-premises contact centers to cloud-based, PCI-compliant CCaaS platforms.

Plan, configure, and document contact center systems and supporting solutions.

Create detailed solution designs for enterprise SaaS / CCaaS environments, integrating with IVR, ChatBOT, and CRM platforms.

Centralize contact center scripting, routing, call recording, and CRM integration.

Serve as the Lead Unified Communications Architect, conducting discovery sessions, designing modern contact center solutions, and developing low-level designs aligned with best practices.

Design and maintain cloud network architecture and VDI agent environments that support contact center operations.

Develop architectural roadmaps and high-level designs for IVR and contact center systems.

Fully document technical work, including designs, diagrams, test plans, and best practices.

Build and maintain effective working relationships with technical teams, business stakeholders, vendors, and clients.