Contract Center Technical Architect

Job Description

• Configure, deploy, and support Contact Center as a Service (CCaaS) solutions across voice, IVR, chat, SMS, email, and social engagement channels.
• Design, implement, and maintain ACD routing strategies including skill-based routing, priority queuing, overflow handling, business-hour routing, and failover mechanisms.
• Build and support self-service IVR workflows using DTMF, speech recognition, authentication prompts, caller identification, and CRM-integrated call flows.
• Manage SIP trunking, PSTN connectivity, DID provisioning, telephony platform configurations, and voice gateway integrations for contact center operations.
• Configure omnichannel routing, queue assignments, escalation rules, interaction prioritization, and blended agent desktop experiences.
• Implement customer authentication workflows, contextual interaction routing, customer journey continuity, and cross-channel engagement management.
• Configure and maintain call recording, screen recording, quality monitoring, interaction analytics, and evaluation workflows to support service quality and compliance.
• Integrate Workforce Management (WFM) and Quality Management (QM) capabilities to improve staffing efficiency, service performance, and operational governance.
• Develop and support CRM screen-pop functionality, CTI integrations, softphone solutions, click-to-dial capabilities, and agent desktop toolbars. Build, manage, and support API-based integrations with Salesforce, Service Now, and enterprise applications supporting customer service operations.
• Monitor platform health, telephony services, routing performance, and integration stability while proactively resolving production issues and service degradations.
• Create and maintain technical documentation, routing designs, IVR call flow diagrams, integration dependency maps, SOPs, and operational runbooks.
• Support platform upgrades, release deployments, client onboarding, change implementation, testing, and service transition activities.
• Ensure compliance with enterprise security, audit, and regulatory requirements including PCI-DSS, HIPAA, IRS 1075, and internal governance standards where applicable.
• Collaborate with Business, Operations, Infrastructure, Network, Security, Application, and Vendor teams to deliver stable and scalable contact center services.
• Support Incident, Request, Problem, Change, Release, and Major Incident Management processes through Service Now while meeting defined SLAs and SLOs.
• Drive continuous improvement initiatives focused on customer experience, service reliability, automation, reporting accuracy, and operational efficiency.
• Provide operational support for business-critical contact center services across customer-facing environments, ensuring high availability and service excellence.

Salary Range-$90,000-$110,000 a year

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financ ial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.