CCaaS Architect

Quantiphi; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Impactful work in a fast-growing tech company

Opportunity for upskilling

Work with innovative teams on cutting-edge technology

Job summary

A leading digital engineering firm in the United States is looking for a CCaaS Architect with over 11 years of experience. The role involves designing and implementing integrated contact center solutions leveraging advanced cloud technologies. Candidates should have a strong background in IVR systems and various CCaaS platforms such as Google CCAI and Amazon Connect. This position offers a full-time employment opportunity in a fast-paced environment focused on innovation and growth.

Qualifications

• 11+ years experience in contact center solutions.
• Strong understanding of cloud-based CCaaS platforms.
• Ability to create detailed technical documentation.

Responsibilities

• Design and develop comprehensive CCaaS solutions.
• Provide technical guidance to project teams.
• Integrate CCaaS solutions with enterprise systems.
• Conduct proof of concepts for new technologies.

Skills

IVR systems

Cloud-based CCaaS platforms

Cloud infrastructure

Integration technologies (APIs, web services)

Omni-channel solutions

Tools

Google CCAI Platform

Genesys Cloud

Amazon Connect

Five9

Cisco

Avaya

Job description

Direct message the job poster from Quantiphi

Seeking Technical and Sales Professionals Across the Globe to Join Quantiphi’s AI-First Digital Engineering Team.

About Quantiphi:

Quantiphi is an award‑winning Applied AI and Big Data software and services company, driven by a deep desire to solve transformational problems at the heart of businesses. Our signature approach combines groundbreaking machine‑learning research with disciplined cloud and data‑engineering practices to create breakthrough impact at unprecedented speed.

Quantiphi has seen 2.5x growth YoY since its inception in 2013, we don’t just innovate — we lead.

Headquartered in Boston, with 4,000+ professionals across the globe. Quantiphi leverages Applied AI technologies across multiple industry verticals (Telco, BFSI, HCLS, etc.) and is an established Elite/Premier Partner of NVIDIA, Google Cloud, AWS, Snowflake, and others.

We’ve been recognized with:

• 17x Google Cloud Partner of the Year awards in the last 8 years.
• 3x AWS AI/ML award wins.
• 3x NVIDIA Partner of the Year titles.
• 2x Snowflake Partner of the Year awards.
• We have also garnered top analyst recognitions from Gartner, ISG, and Everest Group.
• We offer first‑in‑class industry solutions across Healthcare, Financial Services, Consumer Goods, Manufacturing, and more, powered by cutting‑edge Generative AI and Agentic AI accelerators.
• We have been certified as a Great Place to Work for the third year in a row—2021, 2022, 2023.

Be part of a trailblazing team that’s shaping the future of AI, ML, and cloud innovation.

Your next big opportunity starts here!

Role: CCaaS Architect

Experience Level: 11+ years experience

Role Overview:

We are seeking an experienced CCaaS Architect to drive the design, development, and implementation of world‑class Contact Center as a Service solutions for our clients. This role requires you to serve as a trusted technical advisor to business and IT leaders, leveraging leading CCaaS platforms and cloud infrastructure to deliver scalable, integrated, and innovative contact center solutions.

Key Responsibilities:

• Solution Architecture: Design and develop comprehensive CCaaS solutions that meet the unique needs of our clients, leveraging industry‑leading technologies and platforms.
• Technical Leadership: Provide technical guidance and mentorship to project teams, ensuring adherence to best practices and standards.
• Integration: Integrate CCaaS solutions with other enterprise systems and applications, such as CRM, ERP, and BI tools.
• Proof of Concepts: Conduct proof of concepts and pilots to evaluate new technologies and platforms for suitability in our CCaaS offerings.
• Documentation: Create detailed technical documentation, including architecture diagrams, design specifications, and implementation plans.
• Problem Solving: Identify and troubleshoot technical issues related to CCaaS solutions, working closely with development and operations teams to resolve problems.
• Stay Up‑to‑Date: Keep abreast of the latest trends and innovations in the CCaaS industry to ensure our solutions remain competitive.

Basic Qualifications:

• Experience in designing and implementing contact center solutions.
• Strong understanding and experience with building IVR systems with cloud‑based CCaaS platforms: Google CCAI Platform, Genesys Cloud, Amazon Connect, Five9, Cisco, Avaya.
• Expertise in cloud‑based infrastructure and platforms (AWS, Azure, GCP).
• Experience with integration technologies (APIs, web services, messaging, CMS, ticketing systems, back‑office applications).
• Experience in building omni‑channel solutions (voice, chat, email, SMS, social media) to provide seamless customer experiences across various touch points.
• Experience with contact center analytics and reporting tools.
• Knowledge of industry standards and compliance requirements (e.g., PCI DSS, HIPAA).

Other Qualifications (OQs):

• Understanding of concepts like Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), and call routing, queues, RTI, queue management, skill‑based routing, and escalation paths.
• Understanding of operations performed by live agents during a chat/call (e.g., disposition codes, AHT, warm transfer/cold transfer, etc.).
• Experience designing and implementing call flows, agent scripts, and end‑to‑end customer workflows.
• Proven ability to work independently and as part of a team.
• Excellent communication and interpersonal skills.
• Strong problem‑solving and analytical skills.

What’s in it for YOU at Quantiphi:

• Make an impact at one of the world’s fastest‑growing AI‑first digital engineering companies.
• Up‑skill and discover your potential as you solve complex challenges in cutting‑edge areas of technology alongside passionate, talented colleagues.
• Work where innovation happens‑work with disruptive innovators in a research‑focused organization with 60+ patents filed across various disciplines.
• Stay ahead of the curve—immerse yourself in breakthrough AI, ML, data, and cloud technologies and gain exposure working with Fortune 500 companies.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Information Technology
• IT Services and IT Consulting

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