Contact Center Architect

Overview

The Contact Center Senior Developer plans, designs, develops, configures, secures, monitors and supports enterprise Contact Center solutions across voice, chat, chatbot and digital channels.

What you'll do

• Create scalable designs, configurations, tests and deployments of contact center capabilities across voice, chat, chatbot, routing, agent experience, reporting and digital engagement channels.
• Architect solutions that balance scalability, performance, security, maintainability, customer experience and business value.
• Define and maintain contact center configuration standards for queues, skills, routing, channels, agent profiles, business hours, IVR/chat flows, reporting and governance.
• Provide technical leadership for conversational AI, orchestration, bot-to-agent handoff, attached data, multilingual flows, fallback handling and customer-context transfer.
• Establish monitoring, alerting, logging, observability and incident response practices that improve production stability and operational visibility.
• Integrate contact center platforms with enterprise systems using APIs, webhooks, middleware, events, secure authentication and reusable integration patterns.
• Support integrations with multiple CRM technologies, knowledge, workforce, identity, analytics and regional business applications as required.
• Manage large information technology vendors in the technical aspects of designing and developing contact center solutions.
• Manage DevOps and release practices, including source control, CI/CD, environment management, testing, regression validation, deployment governance and production readiness.
• Assess emerging contact center technologies and develop roadmap recommendations based on capability maturity, integration fit, risk, supportability, cost, scalability and business value.

What you'll need

• Bachelor's degree in Information Systems, Computer Science, Engineering, or a related field.
• 10+ years of hands-on Contact Center experience across implementation, configuration, integration, production support, operational governance and enterprise-scale delivery.
• Strong experience with enterprise contact center platforms, conversational AI, orchestration, bot design, routing, agent experience, digital channels, reporting, analytics and support configuration.
• Working knowledge of bot-to-agent handoff, customer-context transfer, attached data, multilingual conversation design, fallback handling, APIs, webhooks, middleware, events, identity services and secure integration patterns.
• Experience designing and operating monitoring, alerting, logging, dashboards, diagnostics, observability and incident management practices for production contact center environments.
• Strong understanding of DevOps and release management, including source control, CI/CD, environment management, automated validation, regression testing, deployment governance and production change control.
• Ability to evaluate emerging technologies and build vendor-neutral roadmap recommendations based on business value, architecture fit, supportability, security, compliance, total cost of ownership, scalability and long-term platform strategy.
• Excellent communication, collaboration, troubleshooting, judgment and ownership skills, with the ability to work effectively under pressure with business stakeholders, architects, developers, administrators, vendors and global IT teams.

Nice to have

• Advanced degree.

Details

• Location: Hyderabad, India (Unit 201).
• Employment type: Full time.
• Shift: Day.
• Travel: Occasional.
• Duration: No end date.