Cape Town City Centre: Enterprise Cloud Contact Centre Architect: Cape Town: Perm

Enterprise Cloud Contact Centre Architect: Cloud Contact Centre Delivery: Perm: Cape Town We are seeking a forward-thinking Enterprise Cloud Contact Centre Architect to lead implementation of innovative, cloud-based contact centre solutions. This role will be pivotal in shaping the future of customer experience by leveraging cloud platforms, AI/ML technologies, and multi-channel capabilities to deliver scalable, seamless, and customer-centric solutions Key Performance Areas: Lead the implementation, and operationalization of cloud contact centre architectures using platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone Architect and deploy microservices-based solutions that support scalability, resilience, and high performance Drive digital transformation initiatives by incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis, etc.) into the contact centre ecosystem Enable multi-channel engagement (voice, chat, video, social media) to enhance customer experiences Collaborate closely with cross-functional teams (engineering, product, operations) to integrate CCaS solutions with -enterprise systems Provide thought leadership in contact centre transformation, including process optimization, workforce management, and customer journey mapping Define and contribute to best practices, governance, and standards for CCaS architecture and delivery Stay current on emerging technologies and industry trends, translating them into actionable strategies Experience: 8–12 years’ experience Bachelor’s/master’s degree in computer science, Information Technology, or a related field Proven expertise in implementing, and managing contact centre architectures at enterprise scale Strong understanding of AI/ML technologies and their application within the contact centre domain Hands-on experience with Amazon Connect, Genesys PureCloud, and NICE CXone Industry experience in insurance, utilities, healthcare, or related domains is a plus Relevant certifications (e.g., AWS Certified Solutions Architect – Contact Centre, Genesys, NICE CXone) preferred Contributions to open-source projects, publications, or thought leadership in contact centre technologies would be advantageous Exposure to 24×7 operational environments Technical Skills: Strong knowledge of cloud technologies (AWS, Azure, GCP) and cloud service models (IaaS, PaaS, SaaS) Solid IT networking fundamentals (A, Network) including troubleshooting and hardware/software support Experience with call centre platforms such as Avaya, Genesys, Cisco, or Five9 Familiarity with ITIL/ITSM frameworks and project management methodologies Proficiency in MS Office, MS Project, and Visio Qualifications: Bachelor’s degree (B.E./B.Tech preferred) Relevant certifications such as ITIL/ITSM, PMP, or cloud certifications (AWS, Azure) are an advantage Core Competencies: Strong communication and stakeholder management skills l Excellent problem-solving and consultative skills l Customer-focused mindset with the ability to work effectively with global teams l Ability to drive business value, productivity improvements, and cost control initiatives l Please Share: