Contact Center Architect

🔑 What You’ll Do: Lead enterprise-scale contact center architecture, engineering design, and technical governance Define platform strategy, modernization roadmaps, and reusable architecture patterns Architect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, WFM, QM, and digital channels Drive resiliency, disaster recovery, business continuity, observability, and operational readiness Evaluate vendors, emerging technologies, POCs, and platform capabilities Guide engineering teams through design reviews, technical decisions, and complex implementations Partner with senior IT and business leadership on technology strategy and investment decisions🛠️ Key Technical Experience Five 9 or other enterprise CCaaS platforms such as Genesys, NICE, or Amazon ConnectACD / IVR / CTI / SIP / Telephony / Omnichannel Routing Salesforce/CRM and enterprise API integrationsIVA, Conversational AI, Agent Assist, Intelligent Routing & Automation Cloud platform architecture and integration patterns Reliability engineering, monitoring, observability, DR & BCPEnterprise architecture, technical governance, and modernization⭐ Preferred 10+ years of relevant contact center technology/architecture experience Healthcare, Pharma, Life Sciences, or regulated-industry experience Experience with GxP, privacy, security, compliance, and auditability Strong executive communication and technical leadership experience Bachelor's degree in Computer Science, Engineering, Information Systems, or related field Looking for a true Principal-level technical leader who can go deep into contact center architecture while also influencing enterprise strategy and modernization.📩 Interested? Send me your resume or DM me to discuss the opportunity.#Hiring #Contact Center #CCaaS #Five 9 #Contact Center Engineering #Platform Engineering #Solutions Architect #Enterprise Architecture #Cloud #Salesforce #AI #HealthcareIT #Pharma #Illinois Jobs #Tech Jobs