Contact Center Architect

Spectraforce; North Chicago (IL); On-site; USD 170,000 - 210,000; Full time

Benefits offered by this job

Job summary

Spectraforce is seeking a Principal Contact Center Platform Engineer to serve as the senior technical authority for enterprise contact center platforms, architecture, integrations, reliability, and modernization. The role focuses on leading enterprise-scale architecture, defining platform strategy, and guiding teams through complex implementations and governance.

You'll work with CCaaS, ACD, IVR, CTI, CRM, APIs, and related technologies to ensure resiliency and operational readiness across the

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field.
• 10+ years of relevant contact center technology/architecture experience.
• Experience with privacy, security, compliance, and auditability (GxP preferred).
• Strong executive communication and technical leadership experience.

Responsibilities

• Lead enterprise-scale contact center architecture, engineering design, and technical governance.
• Define platform strategy, modernization roadmaps, and reusable architecture patterns.
• Architect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, and digital channels.
• Drive resiliency, disaster recovery, business continuity, observability, and operational readiness.
• Guide engineering teams through design reviews, technical decisions, and complex implementations.
• Partner with senior IT and business leadership on technology strategy and investment decisions.

Skills

Enterprise-scale architecture

Executive leadership

Contact center platforms

Technical governance

Education

Bachelor's degree in Computer Science, Engineering, Information Systems, or related field

Tools

Five9 CCaaS

Genesys

Salesforce/CRM integrations

APIs

Job description

We're looking for a Principal Contact Center Platform Engineer to serve as the senior technical authority for enterprise contact center platforms, architecture, integrations, reliability, and modernization.

What You'll Do

• Lead enterprise-scale contact center architecture, engineering design, and technical governance
• Define platform strategy, modernization roadmaps, and reusable architecture patterns
• Architect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, WFM, QM, and digital channels
• Drive resiliency, disaster recovery, business continuity, observability, and operational readiness
• Evaluate vendors, emerging technologies, POCs, and platform capabilities
• Guide engineering teams through design reviews, technical decisions, and complex implementations
• Partner with senior IT and business leadership on technology strategy and investment decisions
• Five9 or other enterprise CCaaS platforms such as Genesys, NICE, or Amazon Connect
• ACD / IVR / CTI / SIP / Telephony / Omnichannel Routing
• Salesforce/CRM and enterprise API integrations
• Cloud platform architecture and integration patterns
• Reliability engineering, monitoring, observability, DR & BCP
• Enterprise architecture, technical governance, and modernization
• 10+ years of relevant contact center technology/architecture experience
• Healthcare, Pharma, Life Sciences, or regulated-industry experience
• Experience with GxP, privacy, security, compliance, and auditability
• Strong executive communication and technical leadership experience
• Bachelor's degree in Computer Science, Engineering, Information Systems, or related field

Looking for a true Principal-level technical leader who can go deep into contact center architecture while also influencing enterprise strategy and modernization.

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