Contact Center Architect

Job Description

We are seeking a Senior Contact Center Architect to help modernize and scale enterprise contact center platforms. This role sits at the intersection of cloud, telephony, and software engineering, focused on delivering customer-centric solutions across voice and digital channels. You'll play a key role in designing and evolving next-generation capabilities, including intelligent routing, automation, and real-time customer engagement.

Key Responsibilities

• Design and enhance enterprise contact center solutions across voice and digital channels (chat, email, workflows)

• Configure and develop within contact center platforms (NICE, Genesys, Five9)

• Advance capabilities across:

? ACD, IVR, and outbound dialers

? Intelligent routing and call flows

? Automation and customer interaction workflows

• Build and support CTI integrations and screen-pop solutions to improve agent and customer experience

• Partner with business and technical teams to translate requirements into scalable solutions

• Participate in Agile delivery (sprint planning, backlog refinement, execution)

• Ensure systems meet performance, reliability, and compliance standards

• Mentor junior engineers and contribute to engineering best practices

Evaluate and implement new technologies to improve the platform

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 8+ years of experience in contact center engineering or development

• Strong hands-on experience with NICE (CXone preferred) or similar platforms

• Experience with telecom/call routing concepts (ACD, IVR, CTI, dialers)

• Experience building or supporting contact center integrations or workflows

• Solid understanding of networking and telephony fundamentals

• Experience working in production environments (troubleshooting, support)

• Strong problem-solving skills and ability to take ownership

Strong communication skills across technical and business teams - Experience with multiple platforms (Genesys, Five9, etc.)

• Exposure to AI / conversational AI / automation in contact centers

• Experience with APIs, scripting, or development work within platforms

• Cloud experience (AWS preferred)

• NICE certifications (NCAP or similar)

Background in financial services or insurance