Senior Cloud Contact Center Architect – CCaaS Implementation & Operations

We are seeking a highly experienced Senior Cloud Contact Center Architect to lead the design, implementation, and operationalization of enterprise-scale, cloud-based contact center solutions. This strategic, hands-on role will drive the future of customer experience by leveraging cloud platforms, CCaaS technologies, and multi-channel engagement to deliver scalable, customer-centric solutions.Key Responsibilities:Lead the implementation and operational management of cloud contact center architectures using platforms such as Amazon Connect, Genesys PureCloud, or NICE CXone.Architect and deploy microservices-based solutions for high scalability, resilience, and performance.Drive digital transformation initiatives by incorporating AI/ML capabilities (chatbots, voice bots, sentiment analysis) into the contact center ecosystem.Enable seamless multi-channel engagement across voice, chat, video, and social media channels.Collaborate with cross-functional teams (engineering, product, operations) to integrate CCaaS solutions with enterprise systems.Provide thought leadership in contact center transformation, including process optimization, workforce management, and customer journey mapping.Define and maintain best practices, governance, and standards for CCaaS architecture and delivery.Required Experience & Skills:10+ years of enterprise-level contact center architecture experience.Hands-on experience with Amazon Connect, Genesys PureCloud, or NICE CXone.Proven track record leading large-scale CCaaS implementations and operational management.Experience integrating AI/ML technologies into contact center solutions.Strong background in multi-channel and omnichannel customer engagement.Leadership experience managing cross-functional teams.Relevant certifications preferred: AWS Solutions Architect (Contact Center), Genesys, NICE CXone.Key Focus:We require a resource with practical CCaaS implementation and operational experience in any cloud CCaaS platform – Amazon Connect, NICE CXone, or Genesys PureCloud.In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets