Enterprise Architect (Contact Center)
Posted 2 days ago by 1761650519
Negotiable
Outside
Hybrid
USA
Summary: The Enterprise Architect (Contact Center) role focuses on leading solution architecture and enterprise transformation programs within contact center technologies. The position requires deep knowledge of customer experience platforms and the ability to integrate intelligent automation and AI with existing systems. The candidate will also manage vendor contracts and technology budgets while communicating effectively with senior leadership. This role offers a flexible working arrangement, either remote or hybrid, based in Dallas, Texas.
Key Responsibilities:
- Lead solution architecture and enterprise transformation programs in contact center technologies.
- Design, migrate, and optimize customer experience platforms within the Salesforce ecosystem and Google Cloud technologies.
- Integrate intelligent automation and AI platforms with CRM, ERP, and cloud-based services.
- Translate complex technical concepts into actionable business strategies for senior leadership.
- Manage vendor contracts, service levels, and technology budgets across multi-vendor environments.
- Utilize Agile, DevOps, and enterprise-scale delivery frameworks for cloud and AI-led transformations.
Key Skills:
- Hands-on experience in contact center technologies and solution architecture.
- Deep knowledge of customer experience platforms and Google Cloud technologies.
- Expertise in integrating intelligent automation and AI platforms.
- Strong communication skills with senior leadership.
- Experience managing vendor contracts and technology budgets.
- Familiarity with Agile, DevOps, and enterprise-scale delivery frameworks.
- Certifications in Cloud, Architecture, or Analytics preferred.
- Consulting experience in healthcare, BFSI, or CX transformation domains.
- Practical experience with CCaaS platforms.
- Strong analytical and project management capabilities.
- Ability to operate independently with sound business judgment.
- Familiarity with AI, automation, and data visualization tools.
Salary (Rate): undetermined
City: Dallas
Country: USA
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Description
Critical Skills
- Hands-on experience in contact center technologies with proven leadership in solution architecture and enterprise transformation programs.
- Deep knowledge of customer experience platforms, Salesforce ecosystem, and Google Cloud technologies, including architecture design, migration, and optimization strategies.
- Strong expertise integrating intelligent automation and AI platforms with CRM, ERP, and cloud-based services.
- Proven ability to translate complex technical concepts into actionable business strategies and communicate effectively with senior leadership.
- Skilled in managing vendor contracts, service levels, and technology budgets across multi-vendor environments.
- Experience with Agile, DevOps, and enterprise-scale delivery frameworks for cloud and AI-led transformations.
Preferred Skills
- Certifications in Cloud, Architecture, or Analytics (Salesforce Architect, Azure Solutions Architect, Google Cloud Architect, or MuleSoft Integration Architect preferred).
- Consulting experience in healthcare, BFSI, or CX transformation domains.
- Practical experience with CCaaS (Contact Center as a Service) platforms such as Genesys Cloud, Amazon Connect, or Google CCAI.
- Strong analytical, problem-solving, and project management capabilities.
- Ability to operate independently while exercising sound business judgment and technical leadership.
- Familiarity with AI, automation, speech analytics, and data visualization tools used in modern contact centers.
Physical Requirements
- General office / hybrid work environment.
- Ability to travel up to 20% based on project or client needs.