Overview
On Site
Contract - W2
Contract - 6+ Month(s)
Skills
APIs
Cloud
Enterprise Architect Contact Center Systems
Five9 (telephony)
Verint (WFM)
Salesforce Service Cloud (CRM)
and Google CCAI/CCAIS (AI)
and integration frameworks
Google CCAI/CCAIS
Job Details
Job Title : Enterprise Architect Contact Center Systems
Location : Irving, TX (Hybrid)
Duration : 6 Month+
Location : Irving, TX (Hybrid)
Duration : 6 Month+
The Enterprise Architect Contact Center Systems will be responsible for owning the
architecture, design, and governance of enterprise-scale contact center solutions across the
enterprise. This role requires deep technical expertise, proven leadership in large-scale
architectural initiatives, and hands-on experience guiding complex ecosystems through
modernization and integration.
The ideal candidate has 10+ years of enterprise-level architecture experience in Fortune 100
organizations, with a track record of designing and delivering scalable, integrated contact center solutions. Required technology experience includes Five9 (telephony), Verint (WFM),
Salesforce Service Cloud (CRM), and Google CCAI/CCAIS (AI).
Required Skills -
10+ years of enterprise architecture experience, including Fortune 100-level projects.
Proven track record of designing and implementing enterprise-grade contact center
solutions.
Expertise in cloud-based platforms, APIs, and integration frameworks.
Subject matter expert for contact center platforms (Five9, Verint, Salesforce Service
Cloud, Google CCAI/CCAIS required).
Experience with enterprise architecture frameworks (TOGAF, Zachman) preferred.
Exceptional communication and stakeholder engagement skills; ability to influence
executives and technical teams alike.
10+ years of enterprise architecture experience, including Fortune 100-level projects.
Proven track record of designing and implementing enterprise-grade contact center
solutions.
Expertise in cloud-based platforms, APIs, and integration frameworks.
Subject matter expert for contact center platforms (Five9, Verint, Salesforce Service
Cloud, Google CCAI/CCAIS required).
Experience with enterprise architecture frameworks (TOGAF, Zachman) preferred.
Exceptional communication and stakeholder engagement skills; ability to influence
executives and technical teams alike.
Job Duties -
Enterprise Architecture Leadership
Define and maintain the enterprise contact center reference architecture.
Own the translation of business and operational requirements into scalable, secure, and
integrated architectures.
Establish and enforce architectural principles, standards, and governance for contact
center platforms.
Solution Design & Delivery
Lead the end-to-end design of contact center systems, including telephony, CRM, WFM,
and AI integrations.
Architect integration patterns across the enterprise using APIs, middleware, and data
pipelines.
Oversee and validate solution implementations, ensuring alignment with enterprise
standards and security policies.
Strategic Technology Planning
Develop technology roadmaps that align contact center architecture with enterprise
digital transformation initiatives.
Evaluate platforms, vendors, and emerging technologies to ensure scalability, resiliency,
and cost efficiency.
Provide thought leadership on cloud-first architectures and automation opportunities.
Cross-Functional Collaboration
Act as the architectural authority in discussions with business units, IT leaders, and
vendors.
Engage directly with executive stakeholders to communicate architectural direction and
trade-offs. Lead technical workshops, proof-of-concepts, and solution reviews with engineering and
operations teams.
Governance & Optimization
Ensure compliance with enterprise architecture frameworks (TOGAF, Zachman
preferred).
Monitor solution performance and identify opportunities for optimization, automation,
and cost reduction.
Drive reusability and standardization of architectural components across business units.
Performance Expectations
Deliver high-quality, enterprise-scale architectures that enable strategic initiatives.
Provide clear architectural direction that balances innovation, risk, and cost.
Proactively identify risks, gaps, and opportunities to improve enterprise architecture.
Demonstrate leadership, agility, and continuous improvement.
Build trusted relationships across business, IT, and vendor ecosystems.
Enterprise Architecture Leadership
Define and maintain the enterprise contact center reference architecture.
Own the translation of business and operational requirements into scalable, secure, and
integrated architectures.
Establish and enforce architectural principles, standards, and governance for contact
center platforms.
Solution Design & Delivery
Lead the end-to-end design of contact center systems, including telephony, CRM, WFM,
and AI integrations.
Architect integration patterns across the enterprise using APIs, middleware, and data
pipelines.
Oversee and validate solution implementations, ensuring alignment with enterprise
standards and security policies.
Strategic Technology Planning
Develop technology roadmaps that align contact center architecture with enterprise
digital transformation initiatives.
Evaluate platforms, vendors, and emerging technologies to ensure scalability, resiliency,
and cost efficiency.
Provide thought leadership on cloud-first architectures and automation opportunities.
Cross-Functional Collaboration
Act as the architectural authority in discussions with business units, IT leaders, and
vendors.
Engage directly with executive stakeholders to communicate architectural direction and
trade-offs. Lead technical workshops, proof-of-concepts, and solution reviews with engineering and
operations teams.
Governance & Optimization
Ensure compliance with enterprise architecture frameworks (TOGAF, Zachman
preferred).
Monitor solution performance and identify opportunities for optimization, automation,
and cost reduction.
Drive reusability and standardization of architectural components across business units.
Performance Expectations
Deliver high-quality, enterprise-scale architectures that enable strategic initiatives.
Provide clear architectural direction that balances innovation, risk, and cost.
Proactively identify risks, gaps, and opportunities to improve enterprise architecture.
Demonstrate leadership, agility, and continuous improvement.
Build trusted relationships across business, IT, and vendor ecosystems.
Job Requirements -
10+ years of enterprise architecture experience, including Fortune 100-level projects.
Proven track record of designing and implementing enterprise-grade contact center
solutions.
Expertise in cloud-based platforms, APIs, and integration frameworks.
Subject matter expert for contact center platforms (Five9, Verint, Salesforce Service
Cloud, Google CCAI/CCAIS required).
Experience with enterprise architecture frameworks (TOGAF, Zachman) preferred.
Exceptional communication and stakeholder engagement skills; ability to influence
executives and technical teams alike.
Local to the Dallas area
Desired Skills & Experience -
Lucid, Miro, or similar experience
PHI experience
10+ years of enterprise architecture experience, including Fortune 100-level projects.
Proven track record of designing and implementing enterprise-grade contact center
solutions.
Expertise in cloud-based platforms, APIs, and integration frameworks.
Subject matter expert for contact center platforms (Five9, Verint, Salesforce Service
Cloud, Google CCAI/CCAIS required).
Experience with enterprise architecture frameworks (TOGAF, Zachman) preferred.
Exceptional communication and stakeholder engagement skills; ability to influence
executives and technical teams alike.
Local to the Dallas area
Desired Skills & Experience -
Lucid, Miro, or similar experience
PHI experience
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