Contact Center Transformation Architect – CCaaS Strategy

EXL

Architect responsible for leading contact center transformation initiatives with CCaaS strategy. Collaborating on cloud migrations and optimizing customer experience in enterprise environments.

Posted 7/9/2026full-timePhoenix • Arizona • 🇺🇸 United StatesSeniorLead💰 $100,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Assess current-state contact center capabilities, architecture, and operating model.
Review and validate transformation plans, migration approaches, and implementation roadmaps.
Define target-state architecture, transition strategies, and phased transformation plans.
Identify opportunities to improve customer experience, operational efficiency, scalability, and business outcomes.
Provide strategic recommendations to client leadership and key stakeholders.
Design and oversee contact center architectures across telephony, IVR, routing, workforce optimization, analytics, and customer engagement channels.
Guide migration from legacy/on-premise contact center platforms to modern CCaaS environments.
Review solution designs and provide architectural governance across implementation phases.
Establish architecture standards, best practices, and integration approaches.
Define approaches for migration of historical and real-time contact center data.
Assess reporting, analytics, compliance, and downstream system impacts.
Identify opportunities to leverage AI-driven capabilities such as virtual assistants, intent detection, sentiment analysis, predictive routing, and agent assist solutions.
Support development of data and analytics strategies that enable reporting continuity and business insights.
Conduct stakeholder workshops, discovery sessions, and architecture reviews.
Translate business objectives into scalable technology solutions.
Collaborate effectively with business, operations, technology teams, vendors, and implementation partners.
Present recommendations, roadmaps, and architecture options to senior leadership and executive stakeholders.

Requirements

What you’ll need

8+ years of experience in Contact Center architecture, CCaaS consulting, or transformation leadership roles.
Strong expertise in contact center technologies, customer experience platforms, and solution architecture.
Experience leading or advising large-scale contact center transformation and cloud migration initiatives.
Deep understanding of:
IVR and Call Flow Design
Omnichannel Engagement
Skill-Based Routing
Workforce Management
Customer Journey Orchestration
Contact Center Reporting & Analytics
Experience developing target-state architectures, technology roadmaps, and migration strategies.
Strong consulting, problem-solving, communication, and stakeholder management skills.
Preferred Qualifications:
Experience with Five9, Genesys, NICE CXone, Amazon Connect, or similar CCaaS platforms.
Familiarity with Google Contact Center technologies and cloud platforms.
Knowledge of Genesys data ecosystem, including reporting and analytics components.
Experience with AI/ML-driven customer experience solutions and automation use cases.
Understanding of contact center data architecture, migration planning, and regulatory considerations.
Experience working alongside large implementation partners and vendor ecosystems.

Benefits

Comp & perks

For more information on benefits and what we offer please visit us at US Careers and Benefits

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Hard Skills & Tools

Contact Center TechnologiesSolution ArchitectureTarget-State ArchitecturesMigration StrategiesWorkforce ManagementCustomer Journey OrchestrationContact Center ReportingAnalyticsAI/ML-Driven SolutionsData Architecture

Soft Skills

ConsultingProblem-SolvingCommunicationStakeholder Management