CCaaS (Contact Center as a Service) Architect

E-Solutions

Torrance, CA

Position-CCaaS (Contact Center as a Service) Architect
Location-Torrance, CA (ONSITE)
Job Description

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.

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Vacancy posted 3 days ago

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