Contact Center SME

Job Title: Contact Center SME
Location: Jersey City NJ (Hybrid)

STAFFXPERT LLC is seeking a Contact Center SME on behalf of our client in Jersey City NJ. We are looking for a highly experienced professional with deep expertise in Contact Center technologies Customer Experience (CX) solutions and Contact Center as a Service (CCaaS) platforms. This role is ideal for a seasoned expert with hands-on experience in Amazon Connect cloud-native architecture and enterprise contact center transformation initiatives.

The ideal candidate will bring a strong background in designing and delivering scalable contact center solutions driving customer engagement strategies and collaborating across technical and business teams to implement innovative CX capabilities.

• Lead end-to-end contact center solution design and implementation using Amazon Connect and related technologies.
• Design scalable cloud-native architectures for customer engagement and CX transformation initiatives.
• Develop and optimize contact flows routing strategies queue management and IVR capabilities.
• Collaborate with stakeholders to translate business requirements into technical solutions.
• Support migration coexistence and modernization initiatives involving CCaaS platforms.
• Integrate APIs microservices and enterprise systems within contact center ecosystems.
• Drive architecture reviews technical discussions and best practices across teams.
• Implement analytics reporting workforce engagement and AI-driven customer experience capabilities.
• Ensure security compliance performance optimization and operational excellence across contact center environments.

• 12 years of experience in Contact Center technologies and Customer Experience (CX) solutions.
• Minimum 2 years of hands-on experience with Amazon Connect.
• Strong expertise in Contact Center architecture routing strategies queue management and contact flow design.
• Proven experience in solution architecture and end-to-end CCaaS delivery.
• Experience with cloud platforms preferably AWS; additional exposure to Azure or GCP is a plus.
• Hands-on experience with Genesys Cloud CX or Genesys Engage is preferred.
• Familiarity with NICE platform is an added advantage.
• Strong understanding of API integration microservices and cloud-native architecture patterns.
• Experience with IVR ACD WEM analytics and reporting tools in contact center environments.
• Knowledge of AI-powered CX capabilities including chatbots voice bots sentiment analysis and conversational intelligence.
• Familiarity with security compliance and performance optimization standards in enterprise environments.
• Excellent communication stakeholder management and problem-solving skills.
• Ability to lead technical conversations architecture discussions and cross-functional initiatives.

• Experience leading enterprise-scale contact center transformation programs.
• Strong understanding of customer engagement strategies and CX optimization.