Enterprise Contact Center Architect

Our client, a leading organization in the technology and customer experience sector, is seeking a dedicated and innovative Enterprise Contact Center Architect to join their dynamic team. As an Enterprise Contact Center Architect, you will be an integral part of the enterprise architecture team supporting large-scale contact center and customer experience initiatives. The ideal candidate will demonstrate strategic thinking, strong leadership, and a passion for transforming customer interactions through cutting-edge technology, which will align successfully in the organization.

Job Title: Enterprise Contact Center Architect

Location: Dallas, Texas, Nashville, TN, Atlanta, GA, Chicago, IL

Pay Range: Salary commensurate with experience (Perm position)


What's the Job?

• Design, govern, and evolve comprehensive contact center and customer experience ecosystems at an enterprise level.
• Lead end-to-end CX, Conversational AI, and GenAI transformations across voice, digital, and omnichannel channels using Google CCAI, CES, Vertex AI, and integrations with leading CCaaS platforms such as Genesys, Avaya, and Cisco.
• Define enterprise CX architecture strategy and develop roadmaps to ensure scalable and innovative solutions.
• Design virtual agents, agent assist, and GenAI-driven CX solutions to enhance customer engagement and operational efficiency.
• Lead integrations with CRM and enterprise systems, acting as a trusted advisor to enterprise clients and supporting pre-sales and delivery governance.

What's Needed?

• 20+ years of IT experience with a focus on contact center platforms and enterprise CX transformation.
• Deep expertise in Google CCAI/CES, Conversational AI, and GenAI technologies.
• Strong experience with Google Cloud Platform (GCP) and related AI/ML tools.
• Proven leadership in client advisory roles and enterprise CX strategy development.
• Excellent communication and collaboration skills to work effectively across diverse teams and stakeholders.

What's in it for me?

• Opportunity to work on innovative projects at the forefront of customer experience technology.
• Collaborate with a talented and diverse team committed to excellence and continuous learning.
• Competitive salary with a comprehensive benefits package.
• Flexible work arrangements supporting work-life balance.
• Be part of a forward-thinking organization that values diversity and inclusion.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World's Most Ethical Companies for the 14th year - all confirming our position as the brand of choice for in-demand talent.