Contact Center Solution/Technology Architect

Job Description

Job Description

Overview

CTG is seeking to fill a Contact Center Solution/Technology Architect opening for our client in Phoenix, AZ.

Location: Phoenix, AZ
Duration: 6 months

Duties:

• Assess current Contact Center architecture and design a comprehensive migration roadmap to a modern CCaaS platform.

• Provide solution architecture recommendations to support platform modernization initiatives.

• Define and implement omnichannel strategies, including IVR, call flows, skill-based routing, and customer journey orchestration.

• Identify and drive opportunities to enhance the customer experience through AI capabilities such as intent detection, virtual assistants, predictive routing, and sentiment analysis.

• Collaborate with internal application teams to define data-driven automation use cases and a scalable implementation strategy.

• Work closely with IT, customer service operations, business stakeholders, and external CCaaS vendors to ensure alignment and execution.

• Participate in vendor evaluations and the selection process for CCaaS and AI solutions.

• Conduct stakeholder interviews to gather contact center requirements and assess downstream application impacts.

Skills:

• Strong expertise in Contact Center technologies (on-premises and CCaaS).

• Hands-on experience with call flow design, IVR systems, skill-based routing, omnichannel servicing, and customer journey orchestration.

• Knowledge of routing logic and Workforce Management (WFM) solutions.

• Solid understanding of contact center data, analytics, and AI integration.

• Proven ability to work cross-functionally with IT, business, and vendor teams.

• Strong vendor evaluation and selection experience.

Experience:

• Minimum 7 years of experience in Contact Center solution architecture and technology implementation.

• Prior experience leading migrations from legacy contact center systems to cloud-based CCaaS platforms.

• Demonstrated success designing and implementing customer experience enhancements through automation and AI tools.

Education:

• Bachelor’s degree in Computer Science, Information Systems, or a related field is required.

• Advanced degree or relevant certifications in Contact Center Technologies or Solution Architecture is a plus.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Anisha Muralidhar at [email protected] . Kindly forward this to any other interested parties. Thank you!