Contact Center Architect

Job Description:

Contact Center Architect
Primary Duties & Responsibilities
At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. Our thriving and dynamic community offers ample room for professional development, increased earning potential, and a secure work environment.

We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.

Role Overview:
Could you be our next Contact Center Architect?Globe Life is looking for a Contact Center Architect to join the team!

In this role, you will be responsible for designing, implementing, and optimizing enterprise contact center solutions that support the organization's customer experience goals. This position partners closely with business stakeholders, IT teams, and vendors to ensure the architecture is scalable, secure, and aligned with corporate strategies. Serving as a subject matter expert in contact center technologies, this role provides guidance on platform selection, system integration, and future-state roadmaps to enable efficient, resilient, and high-quality service delivery

This is a remote / work from home position.

What You Will Do:

• Design and maintain enterprise-level contact center architecture, ensuring alignment with business needs and IT strategy.


• Lead the design and implementation of contact center platforms (e.g., Genesys, Cisco, Avaya, Amazon Connect, Five9).


• Partner with business unit leaders and IT teams to translate customer experience requirements into technical solutions.


• Evaluate emerging technologies (AI/ML, chatbots, workforce engagement, omnichannel routing) for adoption and integration.


• Oversee integrations between contact center platforms and enterprise applications (CRM, ticketing, ERP, analytics).


• Establish architectural standards, best practices, and governance for contact center solutions.


• Develop and maintain future-state roadmaps to support scalability, resiliency, and innovation.


• Provide technical leadership for major projects, upgrades, migrations, and vendor transitions.


• Ensure compliance with security, privacy, and regulatory requirements.


• Serve as the escalation point for complex architectural and design decisions.

What You Can Bring:

• Bachelor's degree in computer science, Information Systems, Engineering, or a related field (or equivalent experience).


• 7+ years of experience in contact center technology, with at least 3 years in an architecture or design-focused role.


• Hands-on experience with at least one leading contact center platform (Genesys, Cisco, Avaya, Amazon Connect, Five9.


• Proven track record of leading large-scale implementations, migrations, or modernization initiatives.


• Experience working in complex enterprise environments with multiple integrations and global operations preferred.


• Deep expertise in contact center platforms and cloud-based CCaaS solutions.


• Strong knowledge of voice, chat, email, and omnichannel routing.


• Experience with IVR design, call flow architecture, and speech analytics.


• Familiarity with integrations across SaaS platforms (e.g., Salesforce, ServiceNow), custom applications, and data sources for data dips.


• Knowledge of workforce optimization (WFO/WFM), quality management, and analytics tools.


• Strong vendor evaluation skills, including RFP participation and solution comparison.


• Understanding of security, compliance, and data protection best practices for contact centers.


• Excellent communication, collaboration, and stakeholder management skills.


• Ability to balance long-term architectural vision with practical implementation details.

Applicable To All Employees of Globe Life Family of Companies:

• Reliable and predictable attendance of your assigned shift.


• Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at Globe Life:

• Competitive compensation designed to reflect your expertise and contribution.


• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.


• Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.


• Paid holidays and time off to support a healthy work-life balance.


• Parental leave to help our employees welcome their new additions.


• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.


• Company-paid counseling for assistance with mental health, stress management, and work-life balance.


• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.


• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.