Enterprise Cloud Contact Centre Architect

They are seeking an experienced Enterprise Cloud Contact Center Architect to shape cloud-based contact center strategies, drive innovation with AI / ML technologies, and deliver exceptional customer experiences at scale. This is a senior role that requires deep technical expertise, strategic vision, and the ability to collaborate across diverse teams.

Responsibilities

• Lead the design and implementation of enterprise-scale cloud contact center solutions (CCaaS)
• Architect and deploy microservices-based solutions with scalability, resilience, and performance in mind
• Develop and implement innovative digital contact center strategies incorporating AI / ML technologies (chatbots, voice bots, sentiment analysis, conversational AI)
• Enable omnichannel delivery across voice, chat, video, and social media
• Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration with enterprise systems
• Provide thought leadership in digital transformation, including greenfield setups, migrations, and large-scale technology transformations
• Guide process optimization, workforce management, and customer journey mapping.
• Establish and promote best practices, governance, and standards for CCaaS architecture and implementation
• Stay ahead of emerging contact center technologies and translate them into actionable business solutions

Qualifications