Enterprise Cloud Contact Centre Architect: Cape Town: Perm

Isilumko Staffing; Cape Town; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

A staffing solutions firm in Cape Town is seeking an experienced Enterprise Cloud Contact Centre Architect to lead the implementation of innovative cloud-based contact centre solutions. The ideal candidate will have 8–12 years of experience, a degree in computer science or IT, and expertise with platforms such as Amazon Connect and Genesys PureCloud. This role involves driving digital transformation initiatives and collaborating with cross-functional teams to enhance customer experience.

Qualifications

• 8–12 years' experience in contact centre architectures.
• Proven expertise in managing contact centre solutions at enterprise scale.
• Relevant certifications such as AWS Certified Solutions Architect preferred.

Responsibilities

• Lead the implementation of cloud contact centre architectures.
• Drive digital transformation initiatives using AI/ML technologies.
• Collaborate with cross-functional teams to integrate CCaS solutions.

Skills

Cloud technologies (AWS, Azure, GCP)

AI/ML technologies

Strong communication skills

Problem-solving skills

Education

Bachelor's/Master's degree in computer science or IT

Tools

Amazon Connect

Genesys PureCloud

NICE CXone

ITIL/ITSM certifications

Job description

Overview

Enterprise Cloud Contact Centre Architect: Cloud Contact Centre Delivery: Perm: Cape Town

We are seeking a forward-thinking Enterprise Cloud Contact Centre Architect to lead implementation of innovative, cloud-based contact centre solutions. This role will be pivotal in shaping the future of customer experience by leveraging cloud platforms, AI/ML technologies, and multi-channel capabilities to deliver scalable, seamless, and customer-centric solutions.

Responsibilities

• Lead the implementation, and operationalization of cloud contact centre architectures using platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone
• Architect and deploy microservices-based solutions that support scalability, resilience, and high performance
• Drive digital transformation initiatives by incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis, etc.) into the contact centre ecosystem
• Enable multi-channel engagement (voice, chat, video, social media) to enhance customer experiences
• Collaborate closely with cross-functional teams (engineering, product, operations) to integrate CCaS solutions with enterprise systems
• Provide thought leadership in contact centre transformation, including process optimization, workforce management, and customer journey mapping
• Define and contribute to best practices, governance, and standards for CCaS architecture and delivery
• Stay current on emerging technologies and industry trends, translating them into actionable strategies

Experience

• 8–12 years’ experience
• Bachelor’s/master’s degree in computer science, Information Technology, or a related field
• Proven expertise in implementing, and managing contact centre architectures at enterprise scale
• Strong understanding of AI/ML technologies and their application within the contact centre domain
• Hands-on experience with Amazon Connect, Genesys PureCloud, and NICE CXone
• Industry experience in insurance, utilities, healthcare, or related domains is a plus
• Relevant certifications (e.g., AWS Certified Solutions Architect – Contact Centre, Genesys, NICE CXone) preferred
• Contributions to open-source projects, publications, or thought leadership in contact centre technologies would be advantageous
• Exposure to 24x7 operational environments

Technical Skills

• Strong knowledge of cloud technologies (AWS, Azure, GCP) and cloud service models (IaaS, PaaS, SaaS)
• Solid IT networking fundamentals (A+, Network+) including troubleshooting and hardware/software support
• Experience with call centre platforms such as Avaya, Genesys, Cisco, or Five9
• Familiarity with ITIL/ITSM frameworks and project management methodologies
• Proficiency in MS Office, MS Project, and Visio

Qualifications

• Bachelor’s degree (B.E./B.Tech preferred)
• Relevant certifications such as ITIL/ITSM, PMP, or cloud certifications (AWS, Azure) are an advantage

Core Competencies

Strong communication and stakeholder management skills • Excellent problem-solving and consultative skills • Customer-focused mindset with the ability to work effectively with global teams • Ability to drive business value, productivity improvements, and cost control initiatives

Contact

Please Share: a detailed CV: [e-mail]