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CCaaS Architect
Job in
Phoenix, Maricopa County, Arizona, 85003, USA
Listed on 2026-02-16
Listing for:
NuStar Technologies
Full Time
position Listed on 2026-02-16
Job specializations:
-
IT/Tech
Systems Engineer, Cloud Computing, Data Engineer
Job Description & How to Apply Below
Overview
CCaaS (Contact Center as a Service) Architect designs, implements, and optimizes cloud-based contact center solutions, acting as a technical leader to align platforms (like Genesys Cloud, Amazon Connect, Twilio Flex) with business goals, integrating with systems like CRM, and managing teams for scalable, omnichannel experiences, focusing on AI, analytics, and customer/agent experience.
Responsibilities- Lead design, implementation, and optimization of cloud-based CCaaS solutions; ensure alignment with business goals and omnichannel customer/agent experiences.
- Drive migration from legacy/on-prem IVR platforms to CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, Google Cloud CCAI, Five9).
- Collaborate with CRM integrations and cross-functional teams; manage and mentor teams to deliver scalable solutions.
- Focus on AI, analytics, and customer/agent experience improvements.
- Handle large migrations for BFSI customers, managing data and call flows; apply best practices from other migrations.
- Strong experience in migration of legacy / on-prem IVR platforms to CCaaS platforms.
- Preference for Google Cloud Platform (Google CCAI); if not, experience with other CCaaS migrations (e.g., Amazon Connect, Five9) is beneficial.
- Experience with large BFSI customers; ability to manage high-volume migrations (data, call flows) and bring best practices from other migrations.
Salary Range - $110,000-$130,000 a year
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