Contact Center Data / AI Architect (OnPrem / CCaaS)

Vaco

  • Arizona
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Contact Center Data / AI Architect | AI Strategy / OnPrem & CCaaS | 450751
DETAILS
Location: Desert Ridge, AZ 85050 (onsite 3-days per week)
Position Type: 6M C2H
Hourly / Salary: flexible based on experienceJOB SUMMARY
Vaco Technology is currently seeking a Contact Center Data / AI Architect | AI Strategy / OnPrem & CCaaS for a 6M C2H opportunity, located in Desert Ridge, AZ (onsite 3-days per week). The Contact Center Data / AI Architect will join a team that advances cloud infrastructure, automation / analytics, and software delivery to deliver successful end-client digital transformation.
  • Core Value Proposition | Platform Modernization / Customer Experience – Supporting a Digital Transformation / Technology Services MSP to Modernize Core Platforms (Cloud Infrastructure / Automation / Analytics / Modern Application Delivery) | Driving Transformation within the Customer Engagement Ecosystem | Enhancing QoS / Responsiveness / Operational Agility
  • Customer-Centric AI / Data Enablement – Focusing on AI-Powered Customer Interactions (Intent Detection / Predictive Routing / Virtual Assistants / Sentiment Analysis) | Driving Data and Automation Strategies | Enhancing Customer Experience Through Advanced Analytics / Intelligent Journey Orchestration
  • Hybrid Cloud / Contact Center Modernization – Modernizing Legacy OnPrem Contact Center Platforms / Transitioning to Modern CCaaS Solutions | Call Flows / Routing Logic / WFM / Omnichannel Servicing (hands-on expertise) | Strategic Planning to Design Scalable / Cloud-Ready Architectures Supporting Business Agility / Long-Term Digital Evolution
  • Strategic / Cross-Functional Advisory Role – Collaborating with IT / Customer Operations / Business Units / External Technology Vendors | Ensuring Technical Solutions Align with Business Needs / Consider Downstream Application Impacts | Architectural Vision / Stakeholder Alignment | Characteristic of Embedded Advisory Work
  • AI Strategy / Staff Augmentation Model – Part of a Broader Strategic Initiative to Augment Client Teams with Specialized AI / Data Talent | Contributing to AI Use Case Identification / Vendor Evaluations / Intelligent Automation Strategy Design | Enterprise Consulting with Technical Leadership (hands-on) | Accelerating Contact Center and AI Capability Maturity
About the Project: The Contact Center Data / AI Architect will lead the enablement of enterprise clients to modernize their IT infrastructure, customer experience, and data platforms. This role focuses on modernizing contact center solutions through strategic architecture, cloud migration, and the integration of AI-driven customer engagement technologies. The ideal Contact Center Data / AI Architect will bring deep expertise in contact center technologies (on-prem and CCaaS), including IVR design, omnichannel routing, and workforce management. The Contact Center Data / AI Architect will assess existing architectures, define migration roadmaps, and design forward-looking solutions that leverage AI for intent detection, predictive routing, sentiment analysis, and virtual assistants. The Contact Center Data / AI Architect will collaborate closely with cross-functional team, spanning IT, operations, and business stakeholders, as well as external vendors to evaluate platforms and implement data-driven automation strategies. This Contact Center Data / AI Architect will be part of a larger initiative to modernize customer interaction platforms and enhance digital engagement through the thoughtful application of cloud and AI technologies.JOB REQUIREMENTS
  • Contact Center Architecture / Modernization – Assess Existing Contact Center Architectures (OnPrem / CCaaS) | Recommend Solution Architecture for Modernization | Design Migration Roadmaps to CCaaS Platforms
  • Platform Modernization / Customer Engagement – Drive Core Platform Digital Transformation Leveraging Cloud Infrastructure / Automation / Modern Application Delivery | Enhance QoS / Responsiveness / Operational Agility within Customer Engagement Ecosystem
  • AI-Driven Customer Experience Optimization – Identify / Implement AI Opportunities (Intent Detection / Virtual Assistants / Predictive Routing / Sentiment Analysis)
  • Contact Center Interaction / Workforce Orchestration – Routing Logic / WFM (expertise) | Enabling Intelligent Call / Interactive Routing | Integrate WFM Systems for Operational Efficiency
  • Hybrid Cloud / Contact Center Modernization (hands-on) – Modernize Legacy / OnPrem Platforms | Call Flows / IVR / Skill-Based Routing / Omnichannel Servicing | Design Scalable / Cloud-Ready Solutions
  • Data-Driven Automation Strategy / Integration – Collaborate with Internal Application Teams to Define Automation Use Cases / Develop Implementation Strategies
  • Stakeholder Engagement / Vendor Management – Interview Business Stakeholders to Understand Contact Center Needs / Downstream Application Impacts | Evaluate / Select CCaaS / AI Solution Vendors
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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