Call Center as a Service (CCaaS) Solution Architect

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Job Title: CCaaS Solution Architect (Contractor) Location: Remote (U.S. Based) Job Type: Contract Industry: Contact Center Technology / Customer Experience About the Role We are seeking an experienced CCaaS (Contact Center as a Service) Solution Architect to lead the design, implementation, and optimization of enterprise-grade cloud contact center platforms. This contractor role requires deep technical and functional knowledge of CCaaS solutions such as Genesys Cloud CX, Amazon Connect, Five9, and other leading platforms. The ideal candidate will collaborate with cross-functional teams to align technology solutions with business objectives, ensuring successful deployments and long-term platform optimization for customer service operations. Key Responsibilities Lead the technical architecture, design, and configuration of CCaaS platforms to support customer engagement goals. Serve as the solution owner and trusted advisor during platform implementations, upgrades, and feature deployments. Conduct assessments of existing CCaaS environments and provide recommendations for optimization, migration, or redesign. Translate business requirements into technical specifications, workflows, and call flow designs. Work closely with IT, operations, WFM, and QA teams to ensure platform stability, performance, and scalability. Oversee integrations between CCaaS platforms and other enterprise systems such as CRMs, ticketing systems, and workforce engagement tools. Provide architectural guidance on IVR, routing strategies, voice bots, analytics, and omnichannel solutions (voice, SMS, chat, email). Support testing, go-live, and post-implementation hypercare activities. Produce documentation including solution designs, data flow diagrams, and operational playbooks. Qualifications 5+ years of hands-on experience with CCaaS platforms such as Genesys Cloud CX, Amazon Connect, Five9, NICE inContact, or similar. Proven experience architecting, configuring, and deploying contact center technologies in complex environments. Solid understanding of call routing, IVR design, SIP trunking, APIs, and cloud-native service models. Experience integrating CCaaS with CRMs (Salesforce, EPIC, Dynamics), knowledge bases, and workforce engagement systems. Ability to design scalable, secure, and high-performing cloud contact center architectures. Strong communication skills with the ability to convey technical concepts to business stakeholders. Experience with Agile and/or DevOps delivery models is a plus. U.S.-based candidates only (must be authorized to work in the United States without sponsorship). Preferred Certifications Genesys Cloud CX Certified Professional (or equivalent) AWS Cloud Practitioner or Amazon Connect Certification Five9 Certified Implementation Specialist PMP or SAFe Agile certification (a plus)

Keyword: Web Strategy

Price: $60.0

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