Enterprise Cloud Contact Centre Architect: Cloud Contact Centre Delivery: Perm: Cape Town

We are seeking a forward-thinking Enterprise Cloud Contact Centre Architect to lead implementation of innovative, cloud-based contact centre solutions. This role will be pivotal in shaping the future of customer experience by leveraging cloud platforms, AI/ML technologies, and multi-channel capabilities to deliver scalable, seamless, and customer-centric solutions

Key Performance Areas:

Lead the implementation, and operationalization of cloud contact centre architectures using platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone

Architect and deploy microservices-based solutions that support scalability, resilience, and high performance

Drive digital transformation initiatives by incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis, etc.) into the contact centre ecosystem

Enable multi-channel engagement (voice, chat, video, social media) to enhance customer experiences

Collaborate closely with cross-functional teams (engineering, product, operations) to integrate CCaS solutions with -enterprise systems

Provide thought leadership in contact centre transformation, including process optimization, workforce management, and customer journey mapping

Define and contribute to best practices, governance, and standards for CCaS architecture and delivery

Stay current on emerging technologies and industry trends, translating them into actionable strategies

Experience:

8–12 years’ experience

Bachelor’s/master’s degree in computer science, Information Technology, or a related field

Proven expertise in implementing, and managing contact centre architectures at enterprise scale

Strong understanding of AI/ML technologies and their application within the contact centre domain

Hands-on experience with Amazon Connect, Genesys PureCloud, and NICE CXone

Industry experience in insurance, utilities, healthcare, or related domains is a plus

Relevant certifications (e.g., AWS Certified Solutions Architect – Contact Centre, Genesys, NICE CXone) preferred

Contributions to open-source projects, publications, or thought leadership in contact centre technologies would be advantageous

Exposure to 24x7 operational environments

Technical Skills:

Strong knowledge of cloud technologies (AWS, Azure, GCP) and cloud service models (IaaS, PaaS, SaaS)

Solid IT networking fundamentals (A+, Network+) including troubleshooting and hardware/software support

Experience with call centre platforms such as Avaya, Genesys, Cisco, or Five9

Familiarity with ITIL/ITSM frameworks and project management methodologies

Proficiency in MS Office, MS Project, and Visio

Qualifications:

Bachelor’s degree (B.E./B.Tech preferred)

Relevant certifications such as ITIL/ITSM, PMP, or cloud certifications (AWS, Azure) are an advantage

Core Competencies:

Strong communication and stakeholder management skills l Excellent problem-solving and consultative skills l Customer-focused mindset with the ability to work effectively with global teams l Ability to drive business value, productivity improvements, and cost control initiatives l

Please Share: a detailed CV: jino.swart@isilumko.co.za