HE – Contact Center Application Architect – Job9049
Summary
We are seeking a highly experienced and visionary Contact Center Application Architect to lead the design and optimization of our next-generation contact center platforms. This senior-level role is pivotal in shaping the future of our customer engagement infrastructure by architecting advanced telephony systems and integrating cutting-edge AI-driven, cloud-first solutions. The ideal candidate will bring deep expertise in telephony, cloud architecture, and security, while driving innovation and modernization across on-premises and cloud environments. This role is critical to ensuring seamless, secure, and scalable contact center operations that align with our strategic business goals.
Responsibilities
- Architect and optimize complex contact center platforms, focusing on telephony systems including IVR applications, call routing, SIP trunking, and queue management.
- Lead the integration of industry-leading platforms such as Cisco Contact Center, Verint, Parloa, and Salesforce, ensuring seamless interoperability across on-premises and cloud environments.
- Develop and maintain comprehensive architectural diagrams, modernization roadmaps, and strategic plans emphasizing AI capabilities and omnichannel customer engagement.
- Oversee infrastructure reliability, disaster recovery planning, and business continuity strategies to guarantee uninterrupted service and rapid recovery from incidents.
- Define and enforce security and compliance standards through voice biometrics, IP whitelisting, and threat modeling to protect sensitive customer data and system integrity.
- Design robust API architectures and drive platform integration efforts to enable scalable, flexible, and efficient communication between systems.
- Monitor system performance and implement continuous improvements to optimize contact center operations and customer experience.
- Collaborate closely with cross-functional teams including engineering, product management, security, and business stakeholders to align technology solutions with organizational objectives.
- Serve as a thought leader and mentor, fostering innovation, guiding technical teams, and influencing long-term technology strategy towards cloud-first, AI-driven contact center solutions.
- Champion the transformation from legacy telephony systems to modern, AI-enhanced platforms that support omnichannel communication and agentic artificial intelligence.
Requirements
Must-Have Skills
- Expertise in SIP for establishing, modifying, and terminating real-time sessions in IP-based telephony systems, essential for managing voice and video calls within the contact center.
- Proven experience designing and optimizing IVR applications to automate customer interactions, improve self-service capabilities, and enhance call routing efficiency.
- Deep understanding of SIP trunking technology to connect on-premises telephony infrastructure with cloud-based voice services, enabling scalable and cost-effective communication.
- Skilled in designing intelligent call routing logic to ensure customers are directed to the appropriate agents or services, improving resolution times and customer satisfaction.
- Ability to architect queue management systems that prioritize and distribute incoming calls effectively, balancing agent workload and minimizing wait times. Hands-on experience with Cisco Contact Center solutions, including configuration, integration, and optimization within hybrid environments.
- Cloud Architecture: Strong background in cloud technologies (Azure, AWS, Google Cloud, Salesforce) to design scalable, resilient, and secure contact center solutions leveraging cloud-native services.
- Telephony System Integration: Expertise in integrating diverse telephony systems and platforms, ensuring seamless communication flow and data consistency across environments.
- API Architecture: Proficient in designing and implementing API architectures that enable flexible, secure, and efficient data exchange between contact center components and external systems.
- Voice Biometrics: Knowledge of voice biometric technologies to enhance security and customer authentication processes within contact center interactions.
- IP Whitelisting: Experience implementing IP whitelisting strategies to restrict network access and protect telephony infrastructure from unauthorized use.
- Threat Modeling: Skilled in conducting threat modeling exercises to identify, assess, and mitigate security risks specific to contact center applications and infrastructure.
- Disaster Recovery Planning: Ability to develop and maintain disaster recovery plans that ensure rapid restoration of contact center services following outages or incidents.
- Business Continuity: Expertise in designing business continuity strategies that maintain operational resilience and minimize service disruption.
- API & Platform Integration: Proven track record of integrating multiple platforms and APIs, including Salesforce and Verint, to create unified and efficient contact center ecosystems.
- Transforming from Legacy Telephony to Cloud-First, AI-Driven Platforms: Demonstrated success in leading modernization initiatives that migrate traditional telephony systems to advanced, cloud-based, AI-enhanced contact center solutions.
- Architect and Optimize IVR Applications, Call Routing Logic, and Queue Management: Ability to continuously refine and improve telephony applications and workflows to maximize efficiency and customer experience.
- Agentic Artificial Intelligence: Understanding of agentic AI concepts to design intelligent systems that assist agents and automate complex customer interactions.
Nice-to-Have Skills
- Omnichannel Platforms: Experience with omnichannel contact center platforms that unify voice, chat, email, social media, and other communication channels to provide a seamless customer experience.