Contact Center Architect

? 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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