CCaaS Architect

Torrance, CA - USA

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

A CCaaS Architect designs and implements cloud-based contact center solutions that enhance customer engagement streamline operations and integrate seamlessly with enterprise systems.

Key Responsibilities
Solution Design

Architect end-to-end CCaaS solutions aligned with business and customer experience goals.
Conduct current-state assessments and define future-state architectures.

Integration

Connect CCaaS platforms with CRM ERP and other enterprise applications for smooth data flow.
Ensure interoperability with AI-driven tools (e.g. Dialogflow Agent Assist).

Advisory & Strategy

Act as a trusted advisor to clients analyzing business needs and recommending scalable solutions.
Provide insights and roadmaps for digital transformation in customer service.

Implementation & Delivery

Lead technical teams in deploying CCaaS platforms.
Oversee project planning execution and compliance with requirements.

Optimization

Monitor performance and recommend improvements for efficiency and customer satisfaction.
Leverage analytics and reporting tools to drive continuous improvement.

Typical Background

8 years in IT/Contact Center technology roles.
Prior experience as a Solution Architect or Technical Lead in customer engagement platforms.
Certifications in cloud technologies or CCaaS platforms are often preferred.

Experience Required

Strong knowledge of CCaaS platforms (Genesys Cloud Amazon Connect Five9 NICE CXone etc.).
Experience with CCAI technologies (Dialogflow Insights Agent Desktop Agent Assist).
Proficiency in cloud architecture (AWS Azure GCP).
Familiarity with enterprise integration (APIs middleware data pipelines).
Strong communication and stakeholder management skills.
Ability to lead workshops interviews and technical discussions.

A CCaaS Architect designs and implements cloud-based contact center solutions that enhance customer engagement streamline operations and integrate seamlessly with enterprise systems. Key Responsibilities Solution Design Architect end-to-end CCaaS solutions aligned with business and customer exper...