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Contact Center Transformation Architect

• Posted 3 days ago • Updated 5 minutes ago

Part Time

Fitment

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Job Details

Skills

CRM
Agentic AI
Five9
Contact Center
CCaaS
SIP
Sierra AI
Cresta AI
IVR
Contact Center Transformation

Summary

Role: Contact Center Transformation Architect

Location: Remote / Onsite Travel 2 days every two weeks

Employment Type: Contract - 3 Months+ (100 hrs/Month)

2 days every two weeks of travel to Florida and later to Dallas where they have a second call center. Or Madison city where they have a third call center. And Charlotte is HQ - may be once in three months.

Experienced technology leader who has successfully led contact center transformation (sales center) initiatives involving dialers (Five9 preferred), CRM platforms, and AI-powered solutions. The candidate should hands-on experience delivering large scale end-to-end sales center transformations, from solution design and implementation through production deployment

Support the development of the overall Technical Blueprint, clearly outlining the current (As-Is) and proposed (To-Be) architecture landscape of AI driven outbound call center
Develop a strong understanding of the end-to-end application architecture across .NET, SQL, and API-based frameworks within the MS Azure.
Document and establish system architectures, integration patterns, that connect dialer, CRM, AI platforms, and SMS/email tools into a unified orchestration stack with real-time data exchange
Understand and document API governance frameworks, authentication mechanisms, and system integration strategies to ensure secure and seamless interoperability.
Support CI/CD pipelines, deployment planning, and implementation best practices to enable reliable and efficient releases.
Led large-scale contact center modernization programs, including vendor management, UAT, phased rollouts, and performance monitoring post-launch
Knowledge of Compliance and telephony protocols / governance in an AI agents environment
Work across multiple tech vendors and build practical, scalable solutions

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10444050
Position Id: 2026-372
Posted 3 days ago

Contact the job poster

Vijay Ramagiri

IT Recruiter @ Pronix Inc

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