Architect Contact Center Solutions

The main purpose of this job is senior technical expert responsibility for design and implementation of an assigned technology.

This role offers a dynamic and challenging opportunity to contribute significantly to the company’s customer engagement strategy through innovative architectural solutions in the Contact Center and Call Center domain.

As a Senior Architect in our team, you will be pivotal in designing and optimizing IT architectures, with a specialized focus on Contact Center and Call Center Technologies. Your role involves a deep analysis of professional and technical requirements for software, platforms, and/or infrastructure dedicated to enhancing customer engagement and support. You will be responsible for creating innovative IT solutions that enable quick, agile, and innovative implementation of Contact Center services, including but not limited to voice, chat, AI-driven support systems, and omnichannel communication platforms.

WHAT WILL YOU DO?

Design and optimize IT architectures specifically for Contact Center and Call Center Technologies.

Analyze requirements to develop effective and innovative solutions for customer engagement and support.

Ensure seamless integration of components, systems, and functions to the customer interaction point.

Implement architectural concepts in product development and services tailored to Contact Center needs.

Manage architecture and design activities in large strategic and international projects, offering comprehensive advice to top management.

Lead and collaborate in cross-functional teams using agile methodologies.

Proven architecture expertise in designing and implementing Contact Center and Call Center solutions.

Certification or extensive experience in Contact Center technology platforms (e.g., Sprinklr, Genesys, etc).

Experience in implementing AI and machine learning solutions in a Contact Center context.

Experience in managing strategic projects with a focus on customer support technologies.

Up-to-date with the latest technologies and methodologies in Contact Center environments.

Substantial professional experience with end-to-end technological responsibility in Contact Center systems.

Intercultural experience to customer support technologies.

Proficient in English, both spoken and written, with excellent communication skills.

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

Financial benefits

Benefits with focus on learning and development

Benefits with focus on health and sport

Benefits with focus on family and work – life balance

Other benefits