Contact Center Architect
Core
Design, configure, and secure enterprise Contact Center solutions for voice, chat, chatbot, and digital channels to enable scalable customer engagement.
Role type
Senior IC Contact Center Architect
Builds
Scalable contact center platforms, conversational AI flows, and integrations with enterprise systems
Domain
Customer Experience (CX) / Contact Center Technology
Deliverable
production ML models
Required skills
Enterprise contact center platforms, conversational AI, orchestration, bot design, routing logic, API integration, DevOps/CI-CD, vendor management, observability, multilingual flow design
Preferred skills
Advanced degree in CS/Engineering, experience with CRM integrations, knowledge of emerging contact center technologies
Technologies
Contact center platforms, conversational AI frameworks, middleware, API gateways, CI/CD tools
Responsibilities
Create scalable designs and configurations for contact center capabilities; Architect solutions balancing scalability, performance, and security; Define configuration standards for queues, routing, and agent profiles; Provide technical leadership for conversational AI and bot-to-agent handoff; Establish monitoring and incident response practices; Integrate platforms with enterprise systems via APIs and webhooks; Manage large IT vendors; Manage DevOps and release practices; Assess emerging technologies and develop roadmap recommendations
