Contact Center Architect
Role details
Job location
Tech stack
Job description
We are seeking a Senior Contact Center Architect to help modernize and scale enterprise contact center platforms. This role sits at the intersection of cloud, telephony, and software engineering, focused on delivering customer-centric solutions across voice and digital channels. You'll play a key role in designing and evolving next-generation capabilities, including intelligent routing, automation, and real-time customer engagement. Key Responsibilities
- Design and enhance enterprise contact center solutions across voice and digital channels (chat, email, workflows)
- Configure and develop within contact center platforms (NICE, Genesys, Five9)
- Advance capabilities across:
- ACD, IVR, and outbound dialers
- Intelligent routing and call flows
- Automation and customer interaction workflows
- Build and support CTI integrations and screen-pop solutions to improve agent and customer experience
- Partner with business and technical teams to translate requirements into scalable solutions
- Participate in Agile delivery (sprint planning, backlog refinement, execution)
- Ensure systems meet performance, reliability, and compliance standards
- Mentor junior engineers and contribute to engineering best practices Evaluate and implement new technologies to improve the platform
Requirements
- 8+ years of experience in contact center engineering or development
- Strong hands-on experience with NICE (CXone preferred) or similar platforms
- Experience with telecom/call routing concepts (ACD, IVR, CTI, dialers)
- Experience building or supporting contact center integrations or workflows
- Solid understanding of networking and telephony fundamentals
- Experience working in production environments (troubleshooting, support)
- Strong problem-solving skills and ability to take ownership Strong communication skills across technical and business teams
Nice to Have Skills & Experience
- Experience with multiple platforms (Genesys, Five9, etc.)
- Exposure to AI / conversational AI / automation in contact centers
- Experience with APIs, scripting, or development work within platforms
- Cloud experience (AWS preferred)
- NICE certifications (NCAP or similar) Background in financial services or insurance
Benefits & conditions
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.