Enterprise Cloud Contact Centre Architect

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

Job summary

A global services company in Cape Town is seeking an experienced Enterprise Cloud Contact Center Architect. In this senior role, you'll shape cloud-based contact center strategies and leverage AI and ML technologies to enhance customer experiences. Candidates should have extensive experience in enterprise architecture and cloud contact center solutions, with proven expertise in leading platforms like Amazon Connect and Genesys.

Qualifications

• 12 years of experience in enterprise-scale architecture with at least 3-5 years in cloud-heavy contact center-related experience.
• Proven expertise with leading cloud contact center platforms.
• Strong background in microservices architecture design and deployment.

Responsibilities

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

Skills

SAP BusinessObjects

Enterprise Architecture

Hybris

SAP HANA

TOGAF

Solution Architecture

Cloud Architecture

Salesforce

Education

Bachelors or Masters degree in Computer Science, Information Technology or related field

Tools

Amazon Connect

Genesys

PureCloud

NICE CXone

Job description

Our Client is an established and innovative global services company seeking top talent to join its cloud architecture team. The company partners with global clients using a data and AI‑led approach to reinvent business models drive business outcomes and unlock growth with speed. With deep expertise in analytics digital operations and cloud technologies the company transforms enterprise operations and enhances customer experience across industries including insurance healthcare banking and retail.

They are seeking an experienced Enterprise Cloud Contact Center Architect to shape cloud‑based contact center strategies drive innovation with AI / ML technologies and deliver exceptional customer experiences at scale. This is a senior role that requires deep technical expertise strategic vision and the ability to collaborate across diverse teams.

Responsibilities

• Lead the design and implementation of enterprise‑scale cloud contact center solutions (CCaaS)
• Architect and deploy microservices‑based solutions with scalability resilience and performance in mind
• Develop and implement innovative digital contact center strategies incorporating AI / ML technologies (chatbots voice bots sentiment analysis conversational AI)
• Enable omnichannel delivery across voice chat video and social media
• Collaborate with cross‑functional teams (engineering product operations) to ensure seamless integration with enterprise systems
• Provide thought leadership in digital transformation including greenfield setups migrations and large‑scale technology transformations
• Guide process optimization workforce management and customer journey mapping.
• Establish and promote best practices governance and standards for CCaaS architecture and implementation
• Stay ahead of emerging contact center technologies and translate them into actionable business solutions

Qualifications

• Bachelors or Masters degree in Computer Science Information Technology or a related field
• 12 years of experience in enterprise‑scale architecture with at least 35 years of recent cloud‑heavy contact center‑related experience
• Proven expertise with leading cloud contact center platforms such as Amazon Connect Genesys PureCloud and NICE CXone
• Strong background in microservices architecture design and deployment
• Demonstrated experience integrating AI / ML into contact center environments
• Track record of delivering multi‑channel / omnichannel solutions
• Certifications preferred : AWS Solutions Architect Genesys NICE CXone.
• Experience in relevant industries (insurance healthcare utilities or similar) is advantageous
• Contributions to open‑source projects research or publications in contact center or cloud technologies would be a plus

Key Skills

• SAP BusinessObjects
• Enterprise Architecture
• Hybris
• SAP HANA
• SAP
• TOGAF
• Solution Architecture
• Cloud Architecture
• SAP BW 4HANA
• Salesforce
• SAP S / 4HANA
• SAP ERP

Employment Type: Full‑Time

Vacancy: 1