PM Consulting
Role Overview
The Contact Center Architect is responsible for designing and delivering scalable, cloud-based customer engagement solutions across voice and digital channels. This role focuses on developing architecture for conversational platforms such as IVR, chatbots, and web-based applications, while ensuring seamless integration with enterprise systems and cloud environments.
The position requires strong technical expertise in cloud architecture, API integrations, and customer experience technologies, along with the ability to collaborate with cross-functional teams to deliver high-quality solutions.
Key Responsibilities
Solution Architecture & Design
- Lead the design of end-to-end architecture for contact center solutions, including conversational AI, IVR, chatbot, and web-based applications.
- Develop technical blueprints, architecture artifacts, and scalable solution designs aligned with business and technology requirements.
- Provide hands-on technical guidance during development to ensure alignment with architecture standards.
Integration & Platform Development
- Design and oversee integrations between customer interaction platforms and backend systems using APIs and other integration methods.
- Define integration requirements and translate them into scalable, maintainable technical solutions.
- Ensure seamless connectivity across voice, web, and digital channels.
Cloud & Infrastructure Collaboration
- Work closely with infrastructure teams to design and deploy solutions on cloud platforms such as AWS, Azure, or Google Cloud.
- Ensure solutions are secure, scalable, and optimized for performance within cloud environments.
Stakeholder Collaboration
- Partner with business stakeholders, developers, UX teams, and technical leads to gather requirements and deliver solutions.
- Lead technical discussions and provide architectural direction across project teams.
- Ensure alignment between business needs and technical implementation.
Qualifications
Required
- Proven experience designing and implementing contact center technologies, including conversational AI, IVR systems, and chatbot solutions.
- Strong knowledge of cloud platforms (e.g., AWS, Azure, or Google Cloud) and cloud-native architecture principles.
- Hands-on experience with API design, integration patterns, and system connectivity.
- Ability to lead technical solution design and architecture discussions.
- Strong communication and collaboration skills with cross-functional teams.
Key Competencies
- Solution architecture and system design
- Cloud computing and distributed systems
- API integration and platform connectivity
- Stakeholder collaboration and technical leadership
- Problem-solving and analytical thinking
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
Working in Philippines
The Philippines, officially the Republic of the Philippines, is an archipelagic country in Southeast Asia. Located in the western Pacific Ocean, it consists of about 7,641 islands, with a total area of about 300,000 square kilometers, which are broadly categorized in three main geographical divisions from north to south: Luzon, Visayas, and Mindanao. With a population of over 114 million, it is the world's twelfth-most-populous country.
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