Zoom Contact Center Solutions Architect

About the role

Call Center Power is a remote-first team dedicated to helping enterprises modernize their contact center operations. We currently have several openings available.

Responsibilities

• Architect end-to-end Amazon Connect solutions — IVR/IVA design, contact flows, routing profiles, queues, hours of operation, and agent workspace configuration.
• Design and implement AWS service integrations: Lambda (Node.js/Python), DynamoDB, S3, API Gateway, Kinesis Data Streams, and EventBridge.
• Build and configure Amazon Lex bots for voice and chat self-service; integrate with Connect contact flows for intent-driven routing and automation.
• Lead migrations from legacy platforms (Avaya, Cisco, Genesys, NICE inContact) — including number porting, cutover planning, and rollback procedures.
• Integrate Amazon Connect with CRM and WFM platforms including Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
• Implement real-time and historical analytics using Contact Lens, CloudWatch, and custom reporting pipelines via Kinesis and QuickSight.
• Support pre-sales engagements: assess client environments, develop solution architectures, scope SOWs, and present to COO/CIO/CCO audiences.
• Provide technical oversight and QA across delivery builds; document configurations, runbooks, and architecture diagrams.
• Advise clients on AWS cost optimization, capacity planning, and security/compliance best practices.

Qualifications

• 3+ years of hands-on Amazon Connect implementation experience — contact flows, routing, agent profiles, real-time dashboards, and CTR analysis.
• Proficient in AWS Lambda (Node.js or Python) for contact flow integrations, including dynamic prompts, CRM lookups, and real-time data hydration.
• Experience with Amazon Lex bot design and Connect contact flow integration.
• Solid AWS foundations: IAM, VPC, CloudWatch, S3, DynamoDB, Kinesis, API Gateway, and CloudFormation or CDK.
• Demonstrated CRM/ticketing integration with Amazon Connect — Salesforce, Zendesk, ServiceNow, or Dynamics.
• Ability to engage directly with client stakeholders — translate business requirements into architecture and communicate trade-offs clearly.
• Contact center domain knowledge: ACD/IVR design, WFM concepts, SLA/KPI frameworks, omnichannel routing.

Skills

• Hands-on experience with Amazon Connect and AWS services.
• Strong proficiency in AWS Lambda and other relevant AWS services.
• Experience with Amazon Lex and other conversational AI tools.
• Knowledge of AWS security and compliance best practices.
• Understanding of contact center technologies and best practices.

Benefits

Commensurate with experience.

Pay

Commensurate with experience.

Schedule

Immediate availability preferred.

Training Facilitator — Medicare/Medicaid Sales

Call Center Power (CCP) is engaging experienced Training Facilitators to deliver sales training programs for a Medicare/Medicaid contact center client. This is a contract role focused on classroom and virtual facilitation of sales curriculum to inbound and outbound call center agents selling Medicare and Medicaid products. Facilitators will lead new-hire training cohorts, deliver product and compliance content, run skills practice and role-play sessions, and partner with client leadership to ensure agents are launch-ready.

Responsibilities

• Facilitate Medicare and Medicaid sales training programs for new-hire and tenured contact center agents in classroom, virtual, and blended formats.
• Deliver curriculum covering Medicare Advantage (MA), Medicare Supplement, Part D, Dual Eligible Special Needs Plans (D-SNP), and applicable Medicaid product lines.
• Train sales methodology, needs-based selling, objection handling, plan comparison, enrollment processes, and call control techniques specific to a Medicare/Medicaid sales environment.
• Reinforce CMS marketing and sales compliance requirements, including scope of appointment, permission to contact, and disclosure scripting.
• Conduct role-plays, call simulations, side-by-side coaching, and live-call monitoring during nesting and transition-to-production phases.
• Evaluate trainee performance through knowledge checks, certification assessments, and call scoring; provide actionable feedback to trainees and client leadership.
• Partner with instructional design and operations teams to provide content feedback and recommend updates based on classroom observations.
• Maintain accurate attendance, performance, and certification records throughout each training cohort.
• Represent CCP professionally at client sites and uphold engagement quality standards.

Qualifications

• Minimum 5 years of training facilitation experience, with at least 3 years delivering training in a contact center or call center environment.
• Deep working knowledge of Medicare and Medicaid products, including Medicare Advantage, Part D, Medicare Supplement, and Medicaid managed care.
• Direct experience training sales agents in a Medicare/Medicaid sales call center (inbound, outbound, or blended).
• Strong working knowledge of CMS marketing guidelines and sales compliance requirements.
• Proven ability to facilitate adult learners across multiple modalities (in-person classroom, virtual instructor-led via Zoom/Teams/Webex, and blended delivery).
• Demonstrated success preparing agents to meet sales certification, call quality, and conversion benchmarks.
• Ability to travel up to 100% during the engagement, including overnight stays at client training locations.
• Excellent presentation, coaching, and written communication skills.

Skills

• Strong facilitation skills for adult learners.
• Expertise in Medicare and Medicaid products and compliance.
• Experience in training sales agents in a Medicare/Medicaid sales environment.
• Ability to travel and work in various settings.

Benefits

Competitive contract rate commensurate with experience; travel and lodging covered per CCP travel policy.

Pay

Competitive contract rate commensurate with experience.

Schedule

Full-time hours during training delivery windows; some weekends/evenings for AEP/OEP cycles.

Genesys Cloud CX Solutions Architect

Call Center Power is seeking an experienced Genesys Cloud CX Solutions Architect to lead technical design, implementation, and optimization of Genesys Cloud environments for enterprise clients. You will serve as the technical authority on CCP's Genesys practice, working across pre-sales, delivery, and managed services engagements spanning healthcare, financial services, retail, and government verticals.

Responsibilities

• Architect end-to-end Genesys Cloud CX solutions including IVR design, Architect flows, routing strategies, queues, skills-based routing, and agent workspace configuration.
• Design and implement integrations using Genesys Cloud APIs, data actions, and the Genesys Cloud SDK.
• Build and configure Genesys Dialog Engine Bot Flows and third-party bot integrations for voice and digital self-service.
• Lead migrations from legacy platforms (Avaya, Cisco, NICE inContact, Mitel) including cutover planning, number porting, and rollback procedures.
• Integrate Genesys Cloud with CRM and WFM platforms including Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
• Implement Genesys Workforce Engagement Management (WEM) including quality management, speech and text analytics, and workforce scheduling.
• Support pre-sales engagements: assess client environments, develop solution architectures, scope SOWs, and present to executive audiences.
• Provide technical oversight and QA across delivery builds; document configurations, runbooks, and architecture diagrams.
• Configure and optimize Genesys Cloud reporting, dashboards, and analytics views.

Qualifications

• 3+ years of hands-on Genesys Cloud CX implementation experience including Architect flows, routing strategies, queues, and agent configuration.
• Proficient with Genesys Cloud APIs and data actions for CRM integrations, screen pops, and real-time data retrieval.
• Experience building Architect flows (inbound, outbound, in-queue, and common modules) with complex branching logic.
• Solid understanding of Genesys Cloud infrastructure: Edge, BYOC, telecom configuration, and network readiness.
• Demonstrated CRM integration with Genesys Cloud using embedded clients, data actions, or middleware.
• Ability to engage directly with client stakeholders, translate business requirements into architecture, and communicate trade-offs clearly.
• Contact center domain knowledge: ACD/IVR design, WFM concepts, SLA/KPI frameworks, omnichannel routing.

Skills

• Hands-on experience with Genesys Cloud and its integrations.
• Strong proficiency in Genesys Cloud APIs and data actions.
• Experience with Genesys Dialog Engine and bot integrations.
• Knowledge of Genesys Cloud infrastructure and best practices.
• Understanding of contact center technologies and best practices.