CCaaS Transformation Architect: Contact Center Strategy

Jobtailor; Phoenix (AZ); On-site; USD 120,000 - 190,000; Full time

Job summary

Jobtailor is seeking an experienced Senior CCaaS Architect to lead transformation initiatives for enterprise contact centers in Phoenix. The role focuses on designing target-state architectures, overseeing migrations to CCaaS, and guiding stakeholders through strategic roadmaps.

The ideal candidate brings deep knowledge of IVR, omnichannel engagement, routing, and analytics, with a track record of delivering scalable solutions and improved customer experiences.

Qualifications

• 8+ years of experience in contact center architecture, CCaaS consulting, or transformation leadership roles.
• Strong expertise in contact center technologies, customer experience platforms, and solution architecture.
• Experience leading large-scale contact center transformation and cloud migration initiatives.
• Deep understanding of IVR, omnichannel engagement, routing, workforce management, and analytics.

Responsibilities

• Assess current-state contact center capabilities, architecture, and operating model.
• Review and validate transformation plans, migration approaches, and implementation roadmaps.
• Define target-state architecture, transition strategies, and phased transformation plans.
• Identify opportunities to improve customer experience, operational efficiency, scalability, and business outcomes.
• Provide strategic recommendations to client leadership and key stakeholders.
• Design and oversee contact center architectures across telephony, IVR, routing, workforce optimization, analytics, and customer engagement channels.
• Guide migration from legacy/on-premise contact center platforms to modern CCaaS environments.
• Review solution designs and provide architectural governance across implementation phases.
• Establish architecture standards, best practices, and integration approaches.
• Define approaches for migration of historical and real-time contact center data.
• Assess reporting, analytics, compliance, and downstream system impacts.
• Identify opportunities to leverage AI-driven capabilities such as virtual assistants, intent detection, sentiment analysis, predictive routing, and agent assist solutions.
• Support development of data and analytics strategies that enable reporting continuity and business insights.
• Conduct stakeholder workshops, discovery sessions, and architecture reviews.
• Translate business objectives into scalable technology solutions.
• Collaborate effectively with business, operations, technology teams, vendors, and implementation partners.
• Present recommendations, roadmaps, and architecture options to senior leadership and executive stakeholders.

Skills

Contact Center architecture

CCaaS consulting

Transformation leadership

Stakeholder management

AI-driven CX

Tools

Five9

Genesys

NICE CXone

Amazon Connect

Job description

Jobtailor is seeking an experienced Senior CCaaS Architect to lead transformation initiatives for enterprise contact centers in Phoenix. The role focuses on designing target-state architectures, overseeing migrations to CCaaS, and guiding stakeholders through strategic roadmaps.

The ideal candidate brings deep knowledge of IVR, omnichannel engagement, routing, and analytics, with a track record of delivering scalable solutions and improved customer experiences.