Job Title: Director of Architecture – Enterprise Contact Center
Overview
We are seeking a highly experienced Director of Architecture to drive the design and delivery of next-generation enterprise contact center solutions. This role will define technology strategy, solution blueprints, and architectural standards for customer engagement platforms and associate desktop experiences.
Key Responsibilities
- Develop and maintain enterprise-level architectures, standards, and solution designs for large-scale contact center platforms.
- Partner with product, technology, and business leaders to align solutions with organizational strategy.
- Define roadmaps for platforms including CCaaS, IVR, AI-driven self-service, and agent desktop automation.
- Ensure scalability, performance, and security across customer interaction and workforce management solutions.
- Provide architectural leadership for cloud-based infrastructures (AWS, Azure).
- Measure success through defined business, technology, and operational metrics.
Skills & Experience
- 10+ years in architecture/engineering, with 5+ years as a solutions architect.
- Deep expertise in enterprise contact center technologies: CCaaS, IVR, AI/self-service, agent desktop, workflow automation, WFM, recording/analytics.
- Strong experience designing cloud-based infrastructures (AWS, Azure).
- Proven ability to influence stakeholders and communicate at all organizational levels.
- Background in enterprise user experience strategy.
- Track record of delivering innovative, scalable solutions to complex problems.
What You’ll Bring
- Strategic vision for enterprise customer engagement platforms.
- Ability to balance technical leadership with business needs.
- Passion for driving innovation and improving customer and associate experiences.
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