HYBRID/ONSITE - Call center Architect; IL

Job Title: Call Center Architect;

Location: Chicago, IL;

Duration: Long term Contract

Mode of Work: ONSITE/HYBRID ;

I am also including the Job Description below:

Job Description:

We are seeking a seasoned Call Center Architect to lead our Call Center Assessment service project with a client. This role is ideal for a Contact Center SME with a strong background in operations, technology, and customer experience strategy. You will be responsible for evaluating client environments, identifying performance gaps, and designing future-state architectures that align with business goals.

Key Responsibilities

• Lead Call Center Assessments
  • Conduct comprehensive evaluations of client contact center operations, technology stacks, workforce models, and customer experience strategies.
  • Analyze KPIs, call flows, IVR design, routing logic, and workforce management practices.
• Architect Future-State Solutions
  • Participate in designing scalable, omnichannel contact center architectures leveraging cloud platforms (e.g., Genesys, NICE, Amazon Connect, Five9, Cisco).
  • Recommend improvements across people, process, and technology dimensions.
• Client Engagement & Strategy
  • Serve as the primary SME during discovery, assessment, and roadmap development phases.
  • Facilitate workshops and executive briefings to present findings and strategic recommendations.
• Cross-Functional Collaboration
  • Partner with sales, delivery, and product teams to align assessment outcomes with implementation roadmaps.
  • Support scoping assessment engagements.
• Thought Leadership
  • Current on industry trends, emerging technologies, and best practices in customer experience and contact center transformation.

Required Qualifications

• 7+ years of experience in contact center operations, consulting, or solution architecture
• Deep knowledge of contact center platforms (e.g., Genesys, NICE, Cisco, Avaya, Amazon Connect)
• Strong understanding of IVR design, call routing, WFM, QA, and analytics
• Experience leading client-facing assessments and delivering executive-level presentations
• Familiarity with cloud migration strategies and digital transformation initiatives
• Excellent communication, facilitation, and stakeholder management skills

Preferred Qualifications

• Certifications in major contact center platforms (e.g., Genesys Certified Professional)
• Experience with modern contact centers (e.g., chatbots, speech analytics, sentiment analysis) -
• Background in customer journey mapping and CX strategy
• Consulting or professional services experience