Contact Center Architect

🔑 What You’ll Do: Lead enterprise-scale contact center architecture, engineering design, and technical governanceDefine platform strategy, modernization roadmaps, and reusable architecture patternsArchitect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, WFM, QM, and digital channelsDrive resiliency, disaster recovery, business continuity, observability, and operational readinessEvaluate vendors, emerging technologies, POCs, and platform capabilitiesGuide engineering teams through design reviews, technical decisions, and complex implementationsPartner with senior IT and business leadership on technology strategy and investment decisions🛠️ Key Technical ExperienceFive9 or other enterprise CCaaS platforms such as Genesys, NICE, or Amazon ConnectACD / IVR / CTI / SIP / Telephony / Omnichannel RoutingSalesforce/CRM and enterprise API integrationsIVA, Conversational AI, Agent Assist, Intelligent Routing & AutomationCloud platform architecture and integration patternsReliability engineering, monitoring, observability, DR & BCPEnterprise architecture, technical governance, and modernization⭐ Preferred 10+ years of relevant contact center technology/architecture experienceHealthcare, Pharma, Life Sciences, or regulated-industry experienceExperience with GxP, privacy, security, compliance, and auditabilityStrong executive communication and technical leadership experienceBachelor's degree in Computer Science, Engineering, Information Systems, or related fieldLooking for a true Principal-level technical leader who can go deep into contact center architecture while also influencing enterprise strategy and modernization.📩 Interested? Send me your resume or DM me to discuss the opportunity.#Hiring #ContactCenter #CCaaS #Five9 #ContactCenterEngineering #PlatformEngineering #SolutionsArchitect #EnterpriseArchitecture #Cloud #Salesforce #AI #HealthcareIT #Pharma #IllinoisJobs #TechJobs