Enterprise Cloud Contact Center Architect (Cloud Contact Center Delivery)

Believe Resourcing; Cape Town; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading BPO and digital transformation company is seeking a Cloud Contact Center Architect in Cape Town. This role involves designing and implementing innovative cloud-based contact center solutions, leveraging AI/ML technologies to enhance customer experiences. Candidates should have 8–12 years of relevant experience and hands-on expertise with platforms such as Amazon Connect and Genesys PureCloud. A strong educational background in IT is required.

Qualifications

• 8–12 years of experience in enterprise contact center architectures.
• Hands-on experience with cloud contact center platforms.
• Strong understanding of AI/ML implementations.

Responsibilities

• Lead the design and implementation of cloud contact center architectures.
• Integrate AI/ML technologies into contact center solutions.
• Collaborate with cross-functional teams for integrating solutions.

Skills

Contact Center Architecture Implementation

AI/ML Technologies

Cloud Platforms (AWS, Azure, GCP)

Stakeholder Management

Strong Communication Skills

Education

Bachelor’s or Master’s degree in Computer Science or IT

Tools

Amazon Connect

Genesys PureCloud

NICE CXone

Job description

Location: Cape Town. Employment Type: Full‑Time | Onsite. Hours: Must be willing to work US working hours (2pm – 11pm). Salary: R110000 - R120000 Per Month.

About Our Client

Our client is a leading global Business Process Outsourcing (BPO) and digital transformation company.

Role Overview

We are seeking a forward‑thinking Enterprise Cloud Contact Center Architect to lead the implementation of innovative, cloud‑based contact center solutions. This role is pivotal in shaping the future of customer experience by leveraging cloud platforms, AI/ML technologies, and omnichannel capabilities to deliver scalable, resilient, and customer‑centric solutions.

The ideal candidate will bring both technical depth and delivery leadership, with proven experience in contact center architecture, transformation, and enterprise‑scale solution design.

Key Responsibilities

• Architect & Deliver Solutions: Lead the design, implementation, and operationalisation of cloud contact center architectures using platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone.

• Innovate & Scale: Architect and deploy microservices‑based solutions to support scalability, resilience, and high performance.

• Drive Transformation: Integrate AI/ML technologies (chatbots, voice bots, sentiment analysis) into contact center ecosystems.

• Enable Omnichannel Engagement: Design seamless customer experiences across voice, chat, email, social, and video channels.

• Collaborate Cross‑Functionally: Work closely with engineering, product, and operations teams to integrate CCaaS solutions with enterprise systems.

• Thought Leadership: Define and promote best practices, governance, and standards for CCaaS architecture and delivery.

• Stay Ahead: Research emerging technologies and translate them into actionable strategies for contact center transformation.

Required Experience & Skills

• Experience: 8–12 years of experience implementing and managing enterprise contact center architectures.

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.

• Technical Expertise:
  • Hands‑on experience with Amazon Connect, Genesys PureCloud, and NICE CXone.
  • Strong understanding of AI/ML technologies and their application in contact centers.
  • Proficiency in cloud platforms (AWS, Azure, GCP) and service models (IaaS, PaaS, SaaS).
  • Familiarity with networking fundamentals, ITIL/ITSM, and project management methodologies.

• Preferred Certifications: AWS Certified Solutions Architect – Contact Center, Genesys or NICE CXone certifications, ITIL/ITSM, PMP, or cloud certifications.

• Domain Knowledge: Experience in insurance, utilities, healthcare, or other large enterprise industries is advantageous.

Core Competencies

• Strong communication and stakeholder management skills.

• Excellent problem‑solving and consultative abilities.

• Customer‑focused mindset with the ability to work effectively across global teams.

• Proven leadership in delivery projects and solution design.

• Strategic thinker with the ability to translate business needs into technical architecture.