Contact Center Architect

The Contact Center Senior Developer will be responsible for planning, designing, developing, configuring, securing, monitoring, and supporting enterprise Contact Center solutions that meet business requirements and enable reliable, scalable, and well-governed customer engagement processes across voice, chat, chatbot, and digital channels. Specific responsibilities are:

• Create scalable designs, configurations, tests, and deployments of contact center capabilities across voice, chat, chatbot, routing, agent experience, reporting, and digital engagement channels.
• Architect solutions that balance scalability, performance, security, maintainability, customer experience, and business value.
• Define and maintain contact center configuration standards for queues, skills, routing, channels, agent profiles, business hours, IVR/chat flows, reporting, and governance.
• Provide technical leadership for conversational AI, orchestration, bot-to-agent handoff, attached data, multilingual flows, fallback handling, and customer-context transfer.
• Establish monitoring, alerting, logging, observability, and incident response practices that improve production stability and operational visibility.
• Integrate contact center platforms with enterprise systems using APIs, webhooks, middleware, events, secure authentication, and reusable integration patterns.
• Support integrations with multiple CRM technologies, knowledge, workforce, identity, analytics, and regional business applications as required.
• Manages large information technology vendors in the technical aspects of designing and developing contact center solutions
• Manage DevOps and release practices, including source control, CI/CD, environment management, testing, regression validation, deployment governance, and production readiness.
• Assess emerging contact center technologies and develop roadmap recommendations based on capability maturity, integration fit, risk, supportability, cost, scalability, and business value.

• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field; advanced degree preferred.
• 10+ years of hands-on Contact Center experience across implementation, configuration, integration, production support, operational governance, and enterprise-scale delivery.
• Strong experience with enterprise contact center platforms, conversational AI, orchestration, bot design, routing, agent experience, digital channels, reporting, analytics, and support configuration.
• Working knowledge of bot-to-agent handoff, customer-context transfer, attached data, multilingual conversation design, fallback handling, APIs, webhooks, middleware, events, identity services, and secure integration patterns.
• Experience designing and operating monitoring, alerting, logging, dashboards, diagnostics, observability, and incident management practices for production contact center environments.
• Strong understanding of DevOps and release management, including source control, CI/CD, environment management, automated validation, regression testing, deployment governance, and production change control.
• Ability to evaluate emerging technologies and build vendor-neutral roadmap recommendations based on business value, architecture fit, supportability, security, compliance, total cost of ownership, scalability, and long-term platform strategy.
• Excellent communication, collaboration, troubleshooting, judgment, and ownership skills, with the ability to work effectively under pressure with business stakeholders, architects, developers, administrators, vendors, and global IT teams.