Designs and governs the end-to-end contact center technology architecture across voice and digital channels.
- Design enterprise call center architecture (on-prem / cloud / hybrid)
- Lead implementation of platforms (Genesys, Avaya, NICE, Amazon Connect, Cisco)
- Define integration with CRM, ERP, IAM, AI engines, analytics tools
- Design omnichannel routing (voice, chat, email, WhatsApp, social)
- Define scalability, HA/DR, and migration to CCaaS
- 10+ years experience, 5+ years in architecture roles
