We are looking for an experienced
Contact Center Architect
to shape high-level contact center capabilities across the customer organization. The role will define target architectures, reference patterns, and technology roadmaps for a diverse business landscape that may use multiple contact center platforms, voice services, and integration approaches. This is not a product-administration role and is not tied to one vendor. The successful candidate will combine hands‑on solution design experience with broader enterprise architecture judgment, helping business and technology teams select, integrate, modernize, and govern contact center solutions according to business outcomes, risk, security, resilience, and operational needs. Key Responsibilities - What You Will Do
Define and evolve the enterprise contact center and voice target architecture, principles, standards, and reusable reference patterns. Assess business requirements and translate them into solution options, capability models, architecture decisions, and pragmatic roadmaps. Provide architecture leadership across a multi-platform landscape, balancing strategic standardization with regional, regulatory, and business‑unit needs. Lead high-level solution design and design assurance for customer routing, IVR and self‑service, voice and digital channels, workforce capabilities, recording, analytics, integrations, and supporting services. Evaluate solution options objectively, including cloud, hybrid, and existing platforms, without defaulting to a preferred vendor. Define integration patterns for CRM, policy and claims systems, identity, data platforms, collaboration tools, APIs, event services, and telecommunications providers. Guide modernization and migration strategies, including coexistence, transition states, technical debt reduction, and retirement of legacy capabilities. Ensure architectures address security, privacy, compliance, resilience, disaster recovery, observability, performance, scalability, and supportability. Partner with business architecture, enterprise architecture, security, infrastructure, network, data, application delivery, procurement, and service management teams. Provide design governance through architecture reviews, decision records, risk identification, and approval recommendations. Build shared understanding through clear diagrams, executive‑level presentations, design workshops, and guidance for delivery teams. Architecture Domains in Scope
The Contact Center Architect will work across the following architecture domains: A. Customer Engagement Capabilities
Omnichannel interaction strategy Voice, IVR, routing, and queueing Digital channels and conversational self‑service Workforce engagement, quality, and recording Customer journey, analytics, and reporting B. Technology and Integration Foundations
Cloud, hybrid, and on‑premises architecture Telephony, SIP, carrier, and Microsoft Teams integration APIs, events, middleware, and enterprise applications Identity, access, encryption, and data protection Resilience, monitoring, capacity, and service operations Candidate Requirements - What You Bring
Significant experience in technology architecture, including solution design for contact center, customer engagement, unified communications, or voice services. Experience designing architecture for a large, complex business that operates multiple contact center solutions, business units, regions, or operating models. Ability to work at both enterprise and solution levels, moving from strategic capability and target‑state discussions into sufficiently detailed architecture for delivery teams. Strong understanding of contact center concepts such as omnichannel routing, IVR, self‑service, recording, workforce engagement, quality management, analytics, and operational reporting. Practical knowledge of voice and communications architecture, including VoIP, SIP, carrier connectivity, numbering, call flows, and cloud connectivity. Experience integrating contact center platforms with enterprise applications and services through APIs, middleware, events, and standard integration patterns. Experience producing architecture artifacts such as context diagrams, capability views, logical and deployment designs, interface catalogs, decision records, transition architectures, and roadmaps. Ability to assess trade‑offs involving cost, risk, security, resilience, data, user experience, operational support, and time to market. Confident communication with senior stakeholders, architects, engineers, product owners, vendors, and delivery partners. Fluent business English. Architecture or solution design experience with Genesys Cloud, 8x8, or another enterprise contact center platform. Experience with Microsoft Teams Phone, cloud telephony, session border controllers, voice recording, speech analytics, voice biometrics, or conversational AI. Knowledge of architecture methods and modeling notations such as ArchiMate, BPMN, and UML. Experience with public cloud, containers, microservices, distributed systems, and modern integration platforms. Experience in insurance, financial services, or another regulated, multinational environment. German language skills are welcome but not mandatory. How Success Will Be Measured
Success in this role will be measured through the following outcomes: Clear, adopted target architectures and reference patterns that improve consistency across the customer landscape. Well‑evidenced architecture decisions that connect business needs to technology outcomes and make trade‑offs transparent. Reduced duplication, uncontrolled complexity, and avoidable vendor lock‑in across the contact center landscape. Delivery teams receive timely, practical architecture guidance and can implement solutions that are secure, resilient, and supportable. Modernization roadmaps provide realistic transition states while protecting business continuity and customer service. The Profile We Are Looking For
You are a pragmatic architect who can see the whole enterprise landscape without losing sight of delivery reality. You are comfortable challenging assumptions, comparing options, and explaining complex designs in clear business language. You bring vendor expertise where useful, but your recommendations remain outcome‑led, evidence‑based, and appropriate for a diverse global organization. Role Emphasis
Enterprise‑level contact center architecture across multiple solutions and business contexts, supported by credible solution‑design experience. Job Type:
Full‑time, remote (Contract) Note: No visa sponsorship will be provided and only shortlisted candidates will be notified.
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