Job opening
Contact Center Architect
Filed under Pharmaceutical Manufacturing
Full job description
🚨 Hiring: Principal Contact Center Platform Engineer
📍 Lake County, IL
🏢 Hybrid – 3 Days Onsite / Week
⏳ 6-Month Contract
We’re looking for a Principal Contact Center Platform Engineer to serve as the senior technical authority for enterprise contact center platforms, architecture, integrations, reliability, and modernization.
🔑 What You’ll Do
- Lead enterprise-scale contact center architecture, engineering design, and technical governance
- Define platform strategy, modernization roadmaps, and reusable architecture patterns
- Architect and integrate CCaaS, ACD, IVR, CTI, telephony, CRM, APIs, WFM, QM, and digital channels
- Drive resiliency, disaster recovery, business continuity, observability, and operational readiness
- Evaluate vendors, emerging technologies, POCs, and platform capabilities
- Guide engineering teams through design reviews, technical decisions, and complex implementations
- Partner with senior IT and business leadership on technology strategy and investment decisions
🛠️ Key Technical Experience
- Five9 or other enterprise CCaaS platforms such as Genesys, NICE, or Amazon Connect
- ACD / IVR / CTI / SIP / Telephony / Omnichannel Routing
- Salesforce/CRM and enterprise API integrations
- IVA, Conversational AI, Agent Assist, Intelligent Routing & Automation
- Cloud platform architecture and integration patterns
- Reliability engineering, monitoring, observability, DR & BCP
- Enterprise architecture, technical governance, and modernization
⭐ Preferred
- 10+ years of relevant contact center technology/architecture experience
- Healthcare, Pharma, Life Sciences, or regulated-industry experience
- Experience with GxP, privacy, security, compliance, and auditability
- Strong executive communication and technical leadership experience
- Bachelor's degree in Computer Science, Engineering, Information Systems, or related field
Looking for a true Principal-level technical leader who can go deep into contact center architecture while also influencing enterprise strategy and modernization.
📩 Interested? Send me your resume or DM me to discuss the opportunity.
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