Enterprise Cloud Contact Center Architect (Cloud Contact Center Delivery)

Cape Town - South Africa

Monthly Salary: Not Disclosed

Posted on: 29-10-2025

Vacancies: 1 Vacancy

Job Summary

Location: Cape Town

Employment Type: Full-Time Onsite

Hours: Must be willing to workUS working hours (2pm 11pm).

Salary: R110000 - R120000 Per Month

About Our Client

Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company.

Role Overview

We are seeking a forward-thinking Enterprise Cloud Contact Center Architect to lead the implementation of innovative cloud-based contact center solutions. This role is pivotal in shaping the future of customer experience by leveraging cloud platforms AI/ML technologies and omnichannel capabilities to deliver scalable resilient and customer-centric solutions.

The ideal candidate will bring both technical depth and delivery leadership with proven experience in contact center architecture transformation and enterprise-scale solution design.

Key Responsibilities

Architect & Deliver Solutions: Lead the design implementation and operationalisation of cloud contact center architectures using platforms such as Amazon Connect Genesys PureCloud and NICE CXone.
Innovate & Scale: Architect and deploy microservices-based solutions to support scalability resilience and high performance.
Drive Transformation: Integrate AI/ML technologies (chatbots voice bots sentiment analysis) into contact center ecosystems.
Enable Omnichannel Engagement: Design seamless customer experiences across voice chat email social and video channels.
Collaborate Cross-Functionally: Work closely with engineering product and operations teams to integrate CCaaS solutions with enterprise systems.
Thought Leadership: Define and promote best practices governance and standards for CCaaS architecture and delivery.
Stay Ahead: Research emerging technologies and translate them into actionable strategies for contact center transformation.

Required Experience & Skills

Experience: 812 years of experience implementing and managing enterprise contact center architectures.
Education: Bachelors or Masters degree in Computer Science Information Technology or related field.
Technical Expertise:

Hands-on experience with Amazon Connect Genesys PureCloud and NICE CXone.
Strong understanding of AI/ML technologies and their application in contact centers.
Proficiency in cloud platforms (AWS Azure GCP) and service models (IaaS PaaS SaaS).
Familiarity with networking fundamentals ITIL/ITSM and project management methodologies.

Preferred Certifications: AWS Certified Solutions Architect Contact Center Genesys or NICE CXone certifications ITIL/ITSM PMP or cloud certifications.
Domain Knowledge: Experience in insurance utilities healthcare or other large enterprise industries is advantageous.

Core Competencies

Strong communication and stakeholder management skills.
Excellent problem-solving and consultative abilities.
Customer-focused mindset with the ability to work effectively across global teams.
Proven leadership in delivery projects and solution design.
Strategic thinker with the ability to translate business needs into technical architecture.

Location: Cape TownEmployment Type: Full-Time OnsiteHours: Must be willing to workUS working hours (2pm 11pm).Salary: R110000 - R120000 Per MonthAbout Our ClientOur client is a leading global Business Process Outsourcing (BPO) and digital transformation company.Role OverviewWe are seeking a forwar...