Enterprise Cloud Contact Centre Architect : Cape Town : Perm

Overview

Enterprise Cloud Contact Centre Architect : Cloud Contact Centre Delivery : Perm : Cape Town

We are seeking a forward-thinking Enterprise Cloud Contact Centre Architect to lead implementation of innovative, cloud-based contact centre solutions. This role will be pivotal in shaping the future of customer experience by leveraging cloud platforms, AI / ML technologies, and multi-channel capabilities to deliver scalable, seamless, and customer-centric solutions.

Responsibilities

• Lead the implementation, and operationalization of cloud contact centre architectures using platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone
• Architect and deploy microservices-based solutions that support scalability, resilience, and high performance
• Drive digital transformation initiatives by incorporating AI / ML technologies (chatbots, voice bots, sentiment analysis, etc.) into the contact centre ecosystem
• Enable multi-channel engagement (voice, chat, video, social media) to enhance customer experiences
• Collaborate closely with cross-functional teams (engineering, product, operations) to integrate CCaS solutions with enterprise systems
• Provide thought leadership in contact centre transformation, including process optimization, workforce management, and customer journey mapping
• Define and contribute to best practices, governance, and standards for CCaS architecture and delivery
• Stay current on emerging technologies and industry trends, translating them into actionable strategies

Experience

Technical Skills

Qualifications

Core Competencies

Strong communication and stakeholder management skills

Contact

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