What are the responsibilities and job description for the Contact Center Architect position at Kforce Inc?
Responsibilities
Kforce has a client seeking a Contact Center Architect in the Mercer County, NJ area. Summary: We are seeking an experienced Contact Center Architect to help assess and strategize improvements for our contact center environment. The ideal candidate will take a step back to evaluate the current setup, identify gaps, and develop an exit strategy if the organization continues to face challenges with its existing infrastructure. Key Responsibilities:
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client seeking a Contact Center Architect in the Mercer County, NJ area. Summary: We are seeking an experienced Contact Center Architect to help assess and strategize improvements for our contact center environment. The ideal candidate will take a step back to evaluate the current setup, identify gaps, and develop an exit strategy if the organization continues to face challenges with its existing infrastructure. Key Responsibilities:
- Strategic Assessment & Advisory: Evaluate the current contact center (CC) environment and provide recommendations for optimization and transformation
- Cloud Contact Center Expertise: Broad exposure to Contact Center in the Cloud (CCaaS), including RingCentral/RC Contact Center and other providers
- Technical Leadership: Architect scalable and high-performing solutions using Genesys, AWS Connect, Microsoft Teams, and full-stack technologies for workforce optimization and multi-channel call centers
- Vendor Engagement & RFPs: Lead the RFP process, engage with vendors such as RingCentral, OEM with Nice in Contact, and call recording solutions to ensure best-fit technologies
- Testing & Quality Assurance: Utilize Cyara for testing and ensure high availability (5-9's reliability) in the contact center environment
- Omnichannel Transition: Support the transition from a phone-dependent model to a digital-first strategy, incorporating chat and social media channels
- Solution Integration & Presales: Work on the integrator side, architecting solutions that involve multiple vendors, and ensuring seamless implementation
- Proven experience as a Contact Center Architect or similar role with a strong understanding of CCaaS solutions
- Hands-on experience with RingCentral, Genesys, AWS Connect, Microsoft Teams, and Nice in Contact solutions
- Domain Knowledge: Experience in finance, insurance, or service-driven organizations where CC is a core component of the business
- Background in workforce optimization, multi-channel call centers, and cloud-based CC solutions
- Strong background in presales, solution architecture, and multi-vendor environments
- Expertise in developing RFPs, vendor selection, and implementation strategies
- Excellent communication skills with the ability to present complex strategies in a clear and actionable manner
- Communication & Collaboration: Strong ability to communicate with stakeholders, executives, and technical teams to drive alignment and successful execution
- Experience working with finance, insurance, or service-driven organizations is preferred
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Salary : $95 - $100
