Cloud Contact Center Architect

EXL; Wes-Kaap; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading technology firm in South Africa is seeking an experienced Contact Center Architect to design and implement cloud-based solutions. This role focuses on leveraging modern architectures and AI technologies to enhance customer experience across voice, chat, video, and social media interactions. The ideal candidate will have expertise in multi-channel solutions and a degree in Computer Science or related fields.

Qualifications

• Proven expertise in designing contact center architectures.
• Strong understanding of AI/ML technologies.
• Demonstrated experience in multi-channel solution design.

Responsibilities

• Lead the design and rollout of microservices-based architectures.
• Develop digital contact center solutions with AI technologies.
• Deliver solutions for multi-channel interactions.

Skills

Contact center architecture design

AI/ML integration

Microservices architecture

Multi-channel solution design

Cross-functional collaboration

Education

Bachelor’s/Master’s degree in Computer Science or related field

Tools

AWS Certified Solutions Architect

Job description

Job Description

We are seeking a forward-thinking Contact Center Architect to lead the design and implementation of cutting-edge cloud-based contact center solutions. This role is pivotal in shaping the future of customer experience by leveraging modern architectures, AI-driven technologies, and multi-channel engagement capabilities.

Key Responsibilities

• Architect & Implement: Lead the design and rollout of microservices-based architectures for cloud contact center solutions.
• Innovate with AI: Develop digital contact center solutions that integrate AI/ML technologies (chatbots, voice bots, sentiment analysis) to enhance customer experience.
• Enable Multi-Channel Experience: Deliver solutions supporting voice, chat, video, and social media interactions.
• Cross-Functional Collaboration: Partner with engineering, product, and operations teams to ensure seamless integration of CCaaS solutions with enterprise systems.
• Stay Ahead of Trends: Continuously monitor advancements in contact center technologies, cloud platforms, and AI; translate innovations into actionable strategies.
• Thought Leadership: Provide guidance on transformation initiatives including process optimization, workforce management, and customer journey mapping.
• Best Practices: Establish and contribute to CCaaS implementation standards and architecture frameworks.

Qualifications & Experience

• Proven expertise in designing and implementing contact center architectures, including microservices-based approaches.
• Strong understanding of AI/ML technologies and their applications in contact centers
• Demonstrated experience in multi-channel solution design (voice, chat, video, social media).
• Industry exposure in insurance, utilities, or healthcare (advantageous).Bachelor’s/Master’s degree in Computer Science, IT, or related field.
• Relevant certifications (e.g., AWS Certified Solutions Architect – Contact Center).
• Contributions to open-source projects or industry publications related to contact center technologies (a plus).