Enterprise Solutions Architect: CCaaS (Contact Center as a Service) - US Hours

EXL; Wes-Kaap; On-site; ZAR 1 200 000 - 1 500 000; Full time

Job summary

A leading global services company is seeking a Senior Enterprise Cloud Contact Center Architect in South Africa to lead the design and implementation of cloud-based contact center solutions. The ideal candidate has over 10 years of experience and expertise in technologies like Amazon Connect, focusing on customer engagement across multiple channels. This role requires driving digital transformation initiatives with a strong emphasis on AI/ML.

Qualifications

• 10+ years of enterprise-level contact center architecture experience.
• Hands-on experience with cloud contact center technology.
• Leadership experience with large-scale implementations.

Responsibilities

• Lead cloud contact center architecture implementation.
• Drive adoption of AI/ML technologies in the contact center.
• Collaborate with teams to integrate cloud solutions with enterprise systems.

Skills

Cloud contact center architecture

AI/ML technologies

Multi-channel engagement

Leadership in cross-functional teams

Education

Relevant certifications (AWS Solutions Architect, Genesys, NICE CXone)

Tools

Amazon Connect

Genesys PureCloud

NICE CXone

Job description

Overview

We are seeking a highly experienced Senior Enterprise Cloud Contact Center Architect to lead the design, implementation, and operationalization of enterprise-scale, cloud-based contact center solutions. This is a strategic and hands-on leadership role where you will shape the future of customer experience, leveraging cloud platforms, AI/ML technologies, and multi-channel engagement to deliver scalable and customer‑centric solutions.

Key Responsibilities

• Lead the implementation of cloud contact center architectures using Amazon Connect, Genesys PureCloud, and NICE CXone.
• Architect and deploy microservices‑based solutions to ensure scalability, resilience, and high performance.
• Drive digital transformation initiatives, incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis) into the contact center ecosystem.
• Enable multi‑channel engagement across voice, chat, video, and social media.
• Collaborate with cross‑functional teams to integrate CCaaS solutions with enterprise systems.
• Provide thought leadership in contact center transformation, including process optimization, workforce management, and customer journey mapping.
• Define and maintain best practices, governance, and standards for CCaaS architecture and delivery.

Required Experience & Skills

• 10+ years of enterprise‑level contact center architecture experience.
• Hands‑on experience with Amazon Connect, Genesys PureCloud, NICE CXone.
• Proven track record leading large‑scale cloud contact center implementations.
• Strong understanding of AI/ML applications in contact centers.
• Experience with multi‑channel and omnichannel customer engagement.
• Leadership experience with cross‑functional teams.
• Relevant certifications preferred: AWS Solutions Architect (Contact Center), Genesys, NICE CXone.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets.