Contact Center Solutions Architect

The Trevor Project

Contact Center Solutions Architect designing contact center technology solutions for LGBTQ+ youth crisis intervention. Collaborating with teams to implement efficient, scalable tech strategies.

Posted 4/23/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $125,000 - $160,000 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudGoGoogle Cloud PlatformJavaScriptMicroservicesNoSQLPython

About the role

Key responsibilities & impact

Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment.
Develop solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions.
Understand advances and changes in technology landscape and work directly with technology partners to evaluate and implement improvements on existing solutions.
Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center.
Collaborate extensively with internal stakeholders (Crisis Intervention, Development, Prevention teams, etc.) to gather requirements, understand user needs, and ensure technology solutions effectively support our mission.
Assist with development and implementation of technology-related policies.
Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment.
Create detailed documentation for the purpose of support and maintenance of the contact center platform.
Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology.
Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc).
Provide mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team.
Assist team manager and product owner with managing the product backlog for contact center technologies, creating clear user stories, defining acceptance criteria, and ensuring alignment with strategic objectives.
Other relevant tasks, duties, or special projects as assigned.

Requirements

What you’ll need

Bachelor’s degree in Software Engineering, Computer Science, or related field **OR** equivalent work experience.
Advanced proficiency in Genesys Cloud and extensive experience with Salesforce, GCP, and AWS; including in-depth understanding of APIs, integration patterns, relational databases as well as NoSQL, and data management.
Proven experience in contact center architecture and solution design using industry best practices.
Experience in Large Language Models (LLM) and Generative Artificial Intelligence (GenAI) with a focus on evaluating and implementing secure and ethical applications of these technologies.
Record of building and maintaining custom integrations and applications using custom and vendor-provided APIs.
Functional knowledge of contact center historical and real-time reporting and monitoring tools.
Functional knowledge of design and integration of WEM/WFM applications.
Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and social media based on business requirements.
Proficiency in spoken and written English.

Benefits

Comp & perks

Comprehensive health coverage, including plans that support various gender affirmation care needs
Mental health resources, with access to virtual care and a variety of in and out of network options for support
403(b) retirement plan with a 3% employer match, vesting over three years
Generous paid time off and company holidays to rest and recharge
Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement

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Hard Skills & Tools

PythonJavaScriptGoGenesys CloudSalesforceGCPAWSAPIsNoSQLcontact center architecture

Soft Skills

collaborationmentorshipcommunicationproblem-solvingrequirements gatheringuser needs assessmentperformance feedbackstrategic alignmentdocumentationtroubleshooting

Certifications

Bachelor’s degree in Software EngineeringBachelor’s degree in Computer Sciencerelated field equivalent work experience