Contact Center Architect - Cloud based Solutions
- Cape Town, Western Cape
- Permanent
- Full-time
- 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.
- Bachelor's/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.