Enterprise Cloud Contact Centre Architect

SUMMARY:
Our Client is an established and innovative global services company seeking top talent to join its cloud architecture team. The company partners with global clients using a data and AI-led approach to reinvent business models, drive business outcomes, and unlock growth with speed. With deep expertise in analytics, digital operations, and cloud technologies, the company transforms enterprise operations and enhances customer experience across industries including insurance, healthcare, banking, and retail.

POSITION INFO:
They are seeking an experienced Enterprise Cloud Contact Center Architect to shape cloud-based contact center strategies, drive innovation with AI/ML technologies, and deliver exceptional customer experiences at scale. This is a senior role that requires deep technical expertise, strategic vision, and the ability to collaborate across diverse teams.

Responsibilities

• Lead the design and implementation of enterprise-scale cloud contact center solutions (CCaaS)
• Architect and deploy microservices-based solutions with scalability, resilience, and performance in mind
• Develop and implement innovative digital contact center strategies incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis, conversational AI)
• Enable omnichannel delivery across voice, chat, video, and social media
• Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration with enterprise systems
• Provide thought leadership in digital transformation, including greenfield setups, migrations, and large-scale technology transformations
• Guide process optimization, workforce management, and customer journey mapping.
• Establish and promote best practices, governance, and standards for CCaaS architecture and implementation
• Stay ahead of emerging contact center technologies and translate them into actionable business solutions

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field
• 12+ years of experience in enterprise-scale architecture, with at least 3–5 years of recent cloud-heavy, contact center-related experience
• Proven expertise with leading cloud contact center platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone
• Strong background in microservices architecture design and deployment
• Demonstrated experience integrating AI/ML into contact center environments
• Track record of delivering multi-channel/omnichannel solutions
• Certifications preferred: AWS Solutions Architect, Genesys, NICE CXone.
• Experience in relevant industries (insurance, healthcare, utilities, or similar) is advantageous
• Contributions to open-source projects, research, or publications in contact center or cloud technologies would be a plus