Contact Center Transformation Architect - CCaaS Strategy

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.