Enterprise Cloud Contact Centre Architect

3 weeks ago

Cape Town, South Africa Eqplus Full time

Our Client is an established and innovative global services company seeking top talent to join its cloud architecture team. The company partners with global clients using a data and AI‑led approach to reinvent business models drive business outcomes and unlock growth with speed. With deep expertise in analytics digital operations and cloud technologies the company transforms enterprise operations and enhances customer experience across industries including insurance healthcare banking and retail. They are seeking an experienced Enterprise Cloud Contact Center Architect to shape cloud‑based contact center strategies drive innovation with AI / ML technologies and deliver exceptional customer experiences at scale. This is a senior role that requires deep technical expertise strategic vision and the ability to collaborate across diverse teams. Responsibilities Lead the design and implementation of enterprise‑scale cloud contact center solutions (CCaaS) Architect and deploy microservices‑based solutions with scalability resilience and performance in mind Develop and implement innovative digital contact center strategies incorporating AI / ML technologies (chatbots voice bots sentiment analysis conversational AI) Enable omnichannel delivery across voice chat video and social media Collaborate with cross‑functional teams (engineering product operations) to ensure seamless integration with enterprise systems Provide thought leadership in digital transformation including greenfield setups migrations and large‑scale technology transformations Guide process optimization workforce management and customer journey mapping. Establish and promote best practices governance and standards for CCaaS architecture and implementation Stay ahead of emerging contact center technologies and translate them into actionable business solutions Qualifications Bachelors or Masters degree in Computer Science Information Technology or a related field 12 years of experience in enterprise‑scale architecture with at least 35 years of recent cloud‑heavy contact center‑related experience Proven expertise with leading cloud contact center platforms such as Amazon Connect Genesys PureCloud and NICE CXone Strong background in microservices architecture design and deployment Demonstrated experience integrating AI / ML into contact center environments Track record of delivering multi‑channel / omnichannel solutions Certifications preferred : AWS Solutions Architect Genesys NICE CXone. Experience in relevant industries (insurance healthcare utilities or similar) is advantageous Contributions to open‑source projects research or publications in contact center or cloud technologies would be a plus Key Skills SAP BusinessObjects Enterprise Architecture Hybris SAP HANA SAP TOGAF Solution Architecture Cloud Architecture SAP BW 4HANA Salesforce SAP S / 4HANA SAP ERP Employment Type: Full‑Time Vacancy: 1 #J-18808-Ljbffr

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