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Urgent! Contact Center Architect - Cloud based Solutions Position in Cape Town - ABC Worldwide

Contact Center Architect Cloud based Solutions



Job description

Overview

We are seeking a forward-thinking Contact Center Architect to lead the design and implementation of cutting-edge cloud-based contact center solutions .

This role plays a critical part in shaping the future of customer experience by leveraging modern architectures, AI technologies, and multi-channel capabilities.

Responsibilities

  • Lead the design and implementation of micro-services-based architectures for cloud contact center solutions.

  • Develop and implement innovative digital contact center solutions that incorporate AI technologies (e.g., chatbots, voice bots, sentiment analysis) and support multi-channel interactions (voice, chat, video, social media).

  • Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration of CCaS solutions with other enterprise systems.

  • Stay abreast of the latest advancements in contact center technologies and cloud platforms and translate those innovations into actionable strategies.

  • Provide thought leadership and guidance on contact center transformation initiatives, including process optimization, workforce management, and customer journey mapping.

  • Contribute to the development of best practices and standards for CCaS architecture and implementation.

  • Proven expertise in designing and implementing contact center architectures, including micro-services-based approaches.

  • Strong understanding of AI/ML technologies and their application within the contact center domain.

  • Experience in designing and implementing multi-channel contact center solutions across voice, chat, video, and social media.

  • Experience in one or more relevant industry domains (e.g., insurance, utilities, healthcare) is a plus.

Qualifications

  • Bachelors/Master;s degree in Computer Science, Information Technology, or a related field.

  • Certifications in relevant CCaS technologies (e.g., AWS Certified Solutions Architect - Contact Center).

  • Contributions to open-source projects or publications related to contact center technologies.

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Required Skill Profession

It & Technology



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