Contact Center Transformation Architect

Responsibilities

• Assess current-state contact center capabilities, architecture, and operating model.
• Review and validate transformation plans, migration approaches, and implementation roadmaps.
• Define target-state architecture, transition strategies, and phased transformation plans.
• Identify opportunities to improve customer experience, operational efficiency, scalability, and business outcomes.
• Provide strategic recommendations to client leadership and key stakeholders.
• Design and oversee contact center architectures across telephony, IVR, routing, workforce optimization, analytics, and customer engagement channels.
• Guide migration from legacy/on-premise contact center platforms to modern CCaaS environments.
• Review solution designs and provide architectural governance across implementation phases.
• Establish architecture standards, best practices, and integration approaches.
• Define approaches for migration of historical and real-time contact center data.
• Audit reporting, analytics, compliance, and downstream system impacts.
• Identify opportunities to leverage AI-driven capabilities such as virtual assistants, intent detection, sentiment analysis, predictive routing, and agent assist solutions.
• Support development of data and analytics strategies that enable reporting continuity and business insights.
• Conduct stakeholder workshops, discovery sessions, and architecture reviews.
• Translate business objectives into scalable technology solutions.
• Collaborate effectively with business, operations, technology teams, vendors, and implementation partners.
• Present recommendations, roadmaps, and architecture options to senior leadership and executive stakeholders.

Requirements

• 8+ years of experience in Contact Center architecture, CCaaS consulting, or transformation leadership roles.
• Strong expertise in contact center technologies, customer experience platforms, and solution architecture.
• Experience leading or advising large-scale contact center transformation and cloud migration initiatives.
• Deep understanding of: IVR and Call Flow Design, Omnichannel Engagement, Skill-Based Routing, Workforce Management, Customer Journey Orchestration, Contact Center Reporting & Analytics.
• Experience developing target-state architectures, technology roadmaps, and migration strategies.
• Strong consulting, problem-solving, communication, and stakeholder management skills.

Skills

• Strategic consulting skills.
• Deep contact center expertise.
• Ability to bridge business strategy, customer experience, operations, and technology architecture.
• Experience accelerating CCaaS transformation outcomes while minimizing delivery and operational risk.

Benefits

Up to $130K/Yr Base plus Annual Bonus (Also open for C2C/C2H)

Pay

Up to $130K/Yr Base plus Annual Bonus (Also open for C2C/C2H)

Schedule

Hybrid