Contact Center Architect

Contact Center as a Service Architect Job

ROLE SUMMARY

The Contact Center as a Service Architect is responsible for designing and delivering a modern, cloud-based, AI-enabled contact center platform that supports seamless, omni-channel engagement. This role owns the end-to-end architecture across telephony, digital channels, AI, and enterprise systems.

KEY RESPONSIBILITIES

Define end-to-end architecture across voice, chat, SMS, and digital channels. Design scalable cloud-based solutions. Architect intelligent routing and automation. Integrate with enterprise systems including EHR, CRM, and revenue platforms. Establish data, analytics, and governance models. Ensure security, compliance, and resilience. Lead vendor-agnostic platform strategy and design decisions.

QUALIFICATIONS

8 to 12+ years in enterprise architecture, cloud, or contact center technologies. Experience designing CCaaS or UCaaS platforms. Strong cloud experience (AWS, Azure, or GCP). Deep understanding of telephony, APIs, AI, and integration patterns. Strong leadership and stakeholder engagement skills.

FIRST 30 DAYS

Understand current contact center ecosystem including telephony, digital channels, workflows, and integrations. Meet stakeholders across IS, access, operations, and product teams. Assess current architecture, pain points, and opportunities. Establish baseline architecture view and key gaps.

DAYS 30 TO 60

Define target-state architecture including AI, orchestration, and integration layers. Align on principles such as vendor-agnostic design, interoperability, and scalability. Evaluate build vs buy strategy. Begin defining roadmap and sequencing of capabilities. Establish architecture governance approach.

DAYS 60 TO 90

Deliver detailed architecture blueprint including integration patterns, data flows, and AI layers. Align stakeholders on roadmap and priorities. Define MVP architecture and pilot use cases. Establish decision frameworks for platform selection and vendor engagement. Begin supporting execution and early implementation teams.

KEY OUTCOMES

Clear and aligned architecture vision across stakeholders. Defined roadmap tied to business value. Early progress toward automation and improved experience. Strong alignment between technology and operational workflows. Reduced fragmentation across tools and platforms.

Pay: $75.00 - $120.00 per hour

Application Question(s):

How many years of experience designing CCaaS or UCaaS platforms do you have?
How many years of experience do you have with enterprise architecture , cloud, or contact center technologies?
How many years of experience do you have with AWS, Azure, or GCP?
Have you previously served as the lead architect for a contact center migration, implementation, or modernization project?

Work Location: Hybrid remote in New Orleans, LA 70121