Enterprise Solutions Architect: CCaaS

1 week ago

Cape Town, Western Cape, South Africa EXL Full time R1 200 000 - R2 400 000 per year

We are seeking a
highly experienced Senior Enterprise Cloud Contact Center Architect
to lead the design, implementation, and operationalization of
enterprise-scale, cloud-based contact center solutions
. This is a
strategic and hands-on leadership role
where you will shape the future of customer experience, leveraging
cloud platforms, AI/ML technologies, and multi-channel engagement
to deliver scalable and customer-centric solutions.

Key Responsibilities:

  • Lead the implementation of cloud contact center architectures using
    Amazon Connect, Genesys PureCloud, and NICE CXone
    .
  • Architect and deploy microservices-based solutions to ensure scalability, resilience, and high performance.
  • Drive
    digital transformation initiatives
    , incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis) into the contact center ecosystem.
  • Enable
    multi-channel engagement
    across voice, chat, video, and social media.
  • Collaborate with cross-functional teams to integrate CCaaS solutions with enterprise systems.
  • Provide thought leadership in contact center transformation, including
    process optimization, workforce management, and customer journey mapping
    .
  • Define and maintain
    best practices, governance, and standards
    for CCaaS architecture and delivery.

Required Experience & Skills:

  • 10+ years
    of enterprise-level contact center architecture experience.
  • Hands-on experience with
    Amazon Connect, Genesys PureCloud, NICE CXone
    .
  • Proven track record leading
    large-scale cloud contact center implementations
    .
  • Strong understanding of
    AI/ML applications
    in contact centers.
  • Experience with
    multi-channel and omnichannel customer engagement
    .
  • Leadership experience with cross-functional teams.
  • Relevant certifications preferred: AWS Solutions Architect (Contact Center), Genesys, NICE CXone.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

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