Contact Center Architect - Cloud based Solutions

ABC Worldwide; Cape Town; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading technology solutions provider is seeking a forward-thinking Contact Center Architect in Cape Town. This role focuses on designing cloud-based contact center solutions, leveraging AI technologies to enhance customer experience. The ideal candidate will have a strong background in micro-services architecture and multi-channel integration. Join us to shape the future of customer service with innovative digital solutions.

Qualifications

• Proven expertise in designing and implementing contact center architectures.
• Strong understanding of AI/ML technologies and their application.
• Experience in multi-channel contact center solutions.

Responsibilities

• Lead the design and implementation of cloud contact center solutions.
• Develop innovative digital contact center solutions incorporating AI.
• Collaborate with cross-functional teams for seamless integration.

Skills

Designing micro-services

Implementing cloud solutions

AI technologies

Customer experience optimization

Education

Bachelors/Master's degree in Computer Science

Tools

AWS Certified Solutions Architect

Job description

Overview

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 plays a critical part in shaping the future of customer experience by leveraging modern architectures, AI technologies, and multi-channel capabilities.

Responsibilities

• Lead the design and implementation of micro-services-based architectures for cloud contact center solutions.
• Develop and implement innovative digital contact center solutions that incorporate AI technologies (e.g., chatbots, voice bots, sentiment analysis) and support multi-channel interactions (voice, chat, video, social media).
• Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration of CCaS solutions with other enterprise systems.
• Stay abreast of the latest advancements in contact center technologies and cloud platforms and translate those innovations into actionable strategies.
• Provide thought leadership and guidance on contact center transformation initiatives, including process optimization, workforce management, and customer journey mapping.
• Contribute to the development of best practices and standards for CCaS architecture and implementation.
• Proven expertise in designing and implementing contact center architectures, including micro-services-based approaches.
• Strong understanding of AI/ML technologies and their application within the contact center domain.
• Experience in designing and implementing multi-channel contact center solutions across voice, chat, video, and social media.
• Experience in one or more relevant industry domains (e.g., insurance, utilities, healthcare) is a plus.

Qualifications

• Bachelors/Master;s degree in Computer Science, Information Technology, or a related field.
• Certifications in relevant CCaS technologies (e.g., AWS Certified Solutions Architect - Contact Center).
• Contributions to open-source projects or publications related to contact center technologies.