Contact Center Transformation Architect - CCaaS Strategy

Consulting - Transformation Solution Consultant

Work Location: Phoenix, AZ Work Mode: Hybrid (3 days/week in office) Pay Range: $100K/Yr - $130K/Yr Base + Annual Bonus

The posted range is the hiring range for this role a subset of the broader range available to employees over time and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process

We are seeking an experienced Contact Center Transformation Architect to support a large-scale contact center modernization initiative involving migration from legacy platforms to a cloud-based CCaaS ecosystem centered around Google and Five9 technologies.

This role will serve as a trusted advisor to business and technology stakeholders, helping define and validate transformation roadmaps, assess architectural decisions, identify risks and dependencies, and ensure the transformation strategy aligns with long-term business objectives. The ideal candidate will bring expertise across contact center operations, CCaaS architecture, data and AI enablement, and transformation planning.

Responsibilities

Transformation Strategy & Advisory (40%)

• Assess current-state contact center capabilities, architecture, and operating model.
• Review and validate transformation plans, migration approaches, and implementation roadmaps.
• Define target-state architecture, transition strategies, and phased transformation plans.
• Identify opportunities to improve customer experience, operational efficiency, scalability, and business outcomes.
• Provide strategic recommendations to client leadership and key stakeholders.

Solution & Technology Architecture (35%)

• Design and oversee contact center architectures across telephony, IVR, routing, workforce optimization, analytics, and customer engagement channels.
• Guide migration from legacy/on-premise contact center platforms to modern CCaaS environments.
• Review solution designs and provide architectural governance across implementation phases.
• Establish architecture standards, best practices, and integration approaches.

Data, Analytics & AI Enablement (15%)

• Define approaches for migration of historical and real-time contact center data.
• Assess reporting, analytics, compliance, and downstream system impacts.
• Identify opportunities to leverage AI-driven capabilities such as virtual assistants, intent detection, sentiment analysis, predictive routing, and agent assist solutions.
• Support development of data and analytics strategies that enable reporting continuity and business insights.

Stakeholder Management (10%)

• Conduct stakeholder workshops, discovery sessions, and architecture reviews.
• Translate business objectives into scalable technology solutions.
• Collaborate effectively with business, operations, technology teams, vendors, and implementation partners.
• Present recommendations, roadmaps, and architecture options to senior leadership and executive stakeholders.

Ideal Candidate Profile:

The successful candidate will combine strategic consulting skills with deep contact center expertise and will be able to:

• Serve as a trusted advisor to senior stakeholders.
• Challenge and refine transformation roadmaps and architectural decisions.
• Bridge business strategy, customer experience, operations, and technology architecture.
• Accelerate CCaaS transformation outcomes while minimizing delivery and operational risk.

Qualifications

Required Qualifications:

• 8+ years of experience in Contact Center architecture, CCaaS consulting, or transformation leadership roles.
• Strong expertise in contact center technologies, customer experience platforms, and solution architecture.
• Experience leading or advising large-scale contact center transformation and cloud migration initiatives.
• Deep understanding of: IVR and Call Flow Design, Omnichannel Engagement, Skill-Based Routing, Workforce Management, Customer Journey Orchestration, Contact Center Reporting & Analytics
• Experience developing target-state architectures, technology roadmaps, and migration strategies.
• Strong consulting, problem-solving, communication, and stakeholder management skills.

Preferred Qualifications:

• Experience with Five9, Genesys, NICE CXone, Amazon Connect, or similar CCaaS platforms.
• Familiarity with Google Contact Center technologies and cloud platforms.
• Knowledge of Genesys data ecosystem, including reporting and analytics components.
• Experience with AI/ML-driven customer experience solutions and automation use cases.
• Understanding of contact center data architecture, migration planning, and regulatory considerations.
• Experience working alongside large implementation partners and vendor ecosystems.

Required Skills

• Accounting Fundamentals
• Adapting To Change
• Attention To Consistency
• Automation Management
• Big Data Analysis
• Interpersonal Dynamics with Coworkers
• Process Digitalization
• Results Orientation
• Time Management Skills
• Working under Pressure
• Writing Communication Skills