ZipRecruiter
Contact Center Solution/Technology Architect
ZipRecruiter, Phoenix, Arizona, United States, 85003
Job DescriptionJob Description
Overview
CTG is seeking to fill a Contact Center Solution/Technology Architect opening for our client in Phoenix, AZ.
Location:
Phoenix, AZ Duration:
6 months
Duties:
Assess current Contact Center architecture and design a comprehensive migration roadmap to a modern CCaaS platform.
Provide solution architecture recommendations to support platform modernization initiatives.
Define and implement omnichannel strategies, including IVR, call flows, skill-based routing, and customer journey orchestration.
Identify and drive opportunities to enhance the customer experience through AI capabilities such as intent detection, virtual assistants, predictive routing, and sentiment analysis.
Collaborate with internal application teams to define data-driven automation use cases and a scalable implementation strategy.
Work closely with IT, customer service operations, business stakeholders, and external CCaaS vendors to ensure alignment and execution.
Participate in vendor evaluations and the selection process for CCaaS and AI solutions.
Conduct stakeholder interviews to gather contact center requirements and assess downstream application impacts.
Skills:
Strong expertise in Contact Center technologies (on-premises and CCaaS).
Hands-on experience with call flow design, IVR systems, skill-based routing, omnichannel servicing, and customer journey orchestration.
Knowledge of routing logic and Workforce Management (WFM) solutions.
Solid understanding of contact center data, analytics, and AI integration.
Proven ability to work cross-functionally with IT, business, and vendor teams.
Strong vendor evaluation and selection experience.
Experience:
Minimum 7 years of experience in Contact Center solution architecture and technology implementation.
Prior experience leading migrations from legacy contact center systems to cloud-based CCaaS platforms.
Demonstrated success designing and implementing customer experience enhancements through automation and AI tools.
Education:
Bachelor’s degree in Computer Science, Information Systems, or a related field is required.
Advanced degree or relevant certifications in Contact Center Technologies or Solution Architecture is a plus.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or -based recruitment services for this role.
To Apply: To be considered, please apply directly to this requisition using the link provided. For additional information, please contact
Anisha Muralidhar
at
Anisha.Muralidhar@ctg.com . Kindly forward this to any other interested parties. Thank you!
Overview
CTG is seeking to fill a Contact Center Solution/Technology Architect opening for our client in Phoenix, AZ.
Location:
Phoenix, AZ Duration:
6 months
Duties:
Assess current Contact Center architecture and design a comprehensive migration roadmap to a modern CCaaS platform.
Provide solution architecture recommendations to support platform modernization initiatives.
Define and implement omnichannel strategies, including IVR, call flows, skill-based routing, and customer journey orchestration.
Identify and drive opportunities to enhance the customer experience through AI capabilities such as intent detection, virtual assistants, predictive routing, and sentiment analysis.
Collaborate with internal application teams to define data-driven automation use cases and a scalable implementation strategy.
Work closely with IT, customer service operations, business stakeholders, and external CCaaS vendors to ensure alignment and execution.
Participate in vendor evaluations and the selection process for CCaaS and AI solutions.
Conduct stakeholder interviews to gather contact center requirements and assess downstream application impacts.
Skills:
Strong expertise in Contact Center technologies (on-premises and CCaaS).
Hands-on experience with call flow design, IVR systems, skill-based routing, omnichannel servicing, and customer journey orchestration.
Knowledge of routing logic and Workforce Management (WFM) solutions.
Solid understanding of contact center data, analytics, and AI integration.
Proven ability to work cross-functionally with IT, business, and vendor teams.
Strong vendor evaluation and selection experience.
Experience:
Minimum 7 years of experience in Contact Center solution architecture and technology implementation.
Prior experience leading migrations from legacy contact center systems to cloud-based CCaaS platforms.
Demonstrated success designing and implementing customer experience enhancements through automation and AI tools.
Education:
Bachelor’s degree in Computer Science, Information Systems, or a related field is required.
Advanced degree or relevant certifications in Contact Center Technologies or Solution Architecture is a plus.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or -based recruitment services for this role.
To Apply: To be considered, please apply directly to this requisition using the link provided. For additional information, please contact
Anisha Muralidhar
at
Anisha.Muralidhar@ctg.com . Kindly forward this to any other interested parties. Thank you!