Contact Center Platform Architect

Overview

Hybrid
$100
Contract - W2
Contract - Independent

Job Details

Now Hiring: Contact Center Data & AI Architect (Phoenix, AZ)

Shape the future of AI-powered customer experience in the enterprise.

We’re supporting a major enterprise through a full-scale cloud contact center transformation—and we need a seasoned Contact Center Architect who thrives at the intersection of data strategy, CCaaS migration, and AI enablement.

If you're fluent in Genesys, Five9, NICE, or similar platforms—and can design scalable data pipelines while partnering with AI/ML teams to build smarter customer interactions—this one’s for you.

This is a high-impact consulting engagement, with long-term runway and direct exposure to both technical and business leadership. You’ll help define architecture around contact center analytics, reporting continuity, AI-driven automation, and cloud data migration strategies.

What You’ll Do

  • Own the data strategy for enterprise-wide migration from on-prem contact center platforms to cloud-based CCaaS (Genesys, Five9, NICE, or similar).

  • Architect cloud-based solutions to ingest, normalize, and map historical and real-time contact center data.

  • Collaborate with enterprise data teams to ensure reporting continuity and downstream system stability during migration.

  • Enable AI/ML use cases such as intent detection, predictive routing, sentiment analysis, and virtual assistants.

  • Serve as a bridge between contact center ops, data engineering, business stakeholders, and external CCaaS vendors.

  • Guide evaluation and selection of CCaaS and AI tooling.

  • Influence architecture decisions on speech analytics (e.g., Genesys SpeechMiner, NICE Enlighten, etc.) and workforce management data flows.

What Makes You a Strong Fit

  • Expertise in contact center platforms, ideally Genesys (InfoMart, UCS, GAAP, WFM, SpeechMiner), Five9, NICE, or Talkdesk.

  • Background designing data architectures to support contact center migrations to CCaaS, including ETL/ELT pipelines and analytics layers.

  • Strong grasp of cloud data strategy—mapping legacy systems to scalable, cloud-based equivalents.

  • Experience collaborating across technical and business domains, including AI/ML teams and vendor selection groups.

  • Comfort in hybrid work environments, with ability to be onsite 3 days per week in Phoenix.

The Perks

  • Targeted long-term contract (~12 months)

  • High-impact project influencing enterprise CX transformation

  • Opportunity to work on a hybrid AI + Data + Infra initiative

  • Collaborative team that values strategic thinkers, not box-checkers

Pro tip: If you’ve ever led a CCaaS migration or designed contact center data flows from scratch—while dreaming up how AI could make it better—this is your chance to do it at scale.
 


Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
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