Contact Center Cloud Architect Job at Navan (Palo Alto or San Francisco)

Contact Center AI Architect

Job Title: Contact Center AI Architect. Job Summary: Lead design solutions/solut...

Location

United States , Chicago

Salary:

72.00 USD / Hour

Realign

Expiration Date

Until further notice

Requirements

8+ years of hands on technical experience in Contact Center & CX platforms
Proven experience delivering IVR, web chat, and AI-powered virtual assistant solutions
Solid technical understanding of cloud platforms (AWS/Azure/GCP), APIs, CI/CD, web technologies, and DevOps practices
Strong organizational and stakeholder management skills across technical and non-technical teams
Experience with Agile/Scrum or SAFe frameworks and tools (e.g., Jira, Confluence, Azure DevOps)
Excellent communication, leadership, and documentation abilities
Knowledge of APIs, JSON, XML, and OAuth
Experience with language: Node.js, Python
Familiarity with CI/CD pipelines/DevOps and version control tools like Git
Knowledge of customer journey mapping, persona design, and voice UX best practices

Job Responsibility

Lead design solutions/solution blue prints, artifacts/ hands on code involving Conversational AI, IVR systems, chatbot/web chat solutions, and cloud-native web applications
Collaborate with technology leads/developers, business SMEs, UX designers, and technology stakeholders to define technical deliveries
Drive integration of Voice and Web-based channels with back-end systems, APIs and analytics platforms
Coordinate with Cloud infrastructure teams (AWS, Azure, or GCP) to ensure scalable, secure, and high-performance deployments
Lead/design/architecting API integrations between internal platforms, external systems, and cloud services
Collaborate with development, infrastructure, and product teams to gather integration requirements and translate them into scalable technical solutions

Senior AWS Connect Voice Architect

Our client, a leading Consulting firm, is in need of a Sr. AWS Connect Voice Arc...

Location

United States

Salary:

90.00 - 110.00 USD / Hour

ClearBridge Technology Group

Expiration Date

Until further notice

Requirements

At least 10 years of overall experience
Prior experience supporting enterprise implementation and / or migration efforts around Infrastructure and Cloud projects with a focus on Contact Center, specifically AWS Connect
Experience configuring, deploying and troubleshooting AWS Connect, SIP and other VoIP systems
Experience developing and optimizing contact flows, IVR and call routing strategies
Experience designing CCaaS solutions, specifically with AWS Connect
Experience integrating AWS Connect with AWS services and automating workflows using Python
Experience integrating contact center platforms with ServiceNow
Prior experience with AWS Cloud-Native design and development
Must have experience supporting enterprise customers, preferably within the Finance, Healthcare and / or Government space

Job Responsibility

Designing and implementing AWS Connect and AWS services
Configuring and troubleshooting AWS connect
Developing and optimizing contact flows and IVR
Creating technical documentation and architectural diagrams
Supporting an enterprise AWS Connect Migration for a top 5 commercial bank
Migrating the customers outbound dialing to AWS Connect

What we offer

Excellent benefits and compensation packages

Senior Business Architect

The role involves creating and managing call center solutions, designing technic...

Location

Spain , Barcelona

Salary:

Not provided

Allianz

Expiration Date

Until further notice

Requirements

Experience in working with Call Center technology in Cloud environments
More than 3 years’ experience in contact centre systems analysis, in designing contact centre services, processes and environments
Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.
Between 5 to 10 years of work experience in Call Center environments
Computer Science Degree or Technical Certification in Telecommunication or similar field.

Job Responsibility

Utilize voice-based call center technology, encompassing CTI user interfaces, call flow design, and reporting
Create product requirements based on input from the products and governance squads
Support the vendor in understanding defined requirements and verify system and product specifications
Translate business requirements into technical system specifications as well as map and document dependencies and influences of new system requirements
Maintain structured system-specific documentation
work with product owners and development teams to ensure implemented functionality meet guidelines and support the entire development lifecycle
Define the ultimate vision for proof-of-concept and solution technical architecture, develop application designs consistent with SOA principles, and identify relevant modules and services for future solution architecture
Make low-level design decisions, identify potential evolution paths, and communicate impacts of architectural decisions to stakeholders.

What we offer

Hybrid work model incl. up to 25 days per year working from abroad
Company bonus scheme
Pension
Employee shares program
Multiple employee discounts (details vary by location)
Career development and digital learning programs
International career mobility
Flexible working
Health and wellbeing offers (including healthcare and parental leave benefits)
Support to balance family and career

Fulltime

Delivery Consultant - Connect and Lex

The Amazon Web Services Professional Services (ProServe) team is seeking a skill...

Location

United States , Austin

Salary:

131300.00 - 177600.00 USD / Year

Amazon Pforzheim GmbH

Expiration Date

Until further notice

Requirements

Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
3+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
2+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment
2+ years hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (e.g., Genesys, Amazon Connect, Five9)

Job Responsibility

Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs
Providing technical guidance and troubleshooting support throughout project delivery
Collaborating with stakeholders to gather requirements and propose effective migration strategies
Acting as a trusted advisor to customers on industry trends and emerging technologies
Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

What we offer

health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
paid time off
parental leave
sign-on payments
restricted stock units (RSUs)

Principal Genesys Cloud Architect

Join Navan's innovative Business Technology team as the Principal Genesys Cloud ...

Location

United States , Austin

Salary:

Not provided

Navan

Expiration Date

Until further notice

Requirements

8+ years of experience in Contact Center Technology, with a specific, deep focus on Genesys Cloud CX
Proven track record of designing global, multi-region contact center solutions (Voice & Digital)
Expert in Genesys Architect, Data Actions, and Integration Hub
Comfortable working with JSON, REST APIs, and troubleshooting complex data dip failures
Strong grasp of scripting (JavaScript/Node.js) or middleware logic required to bridge gaps between CCaaS and CRMs
Excellent communication skills, with the ability to explain technical constraints to non-technical stakeholders and offer creative workarounds
Experience with Genesys WEM (Workforce Engagement Management) and analytics to drive architectural decisions
Experience working in an Agile/Scrum environment, managing technical debt while delivering new features at speed
Genesys Cloud Certified Professional (GCP) certification is highly preferred

Job Responsibility

Leading the end-to-end architecture of Genesys Cloud CX, ensuring our global telephony, BYOC (Bring Your Own Carrier), and edge architecture can scale with Navan’s rapid global expansion
Designing and building advanced interaction workflows in Genesys Architect
Architecting "smart" routing by leveraging Data Actions and RESTful APIs to connect Genesys with Navan’s proprietary backend, Salesforce, and other critical business systems
Partnering with Support and Sales leadership to translate complex business requirements into functional technical designs
Acting as the Subject Matter Expert (SME) for the Genesys platform, evaluating new features and advising the business on adoption strategies
Establishing best practices for configuration management, documentation, and "DevOps for CX"
Analyzing interaction data to identify bottlenecks in the IVR or digital flows and implementing architectural changes to reduce friction and improve latency

What we offer

Generous medical plans, dental, and vision benefits with premiums covered by Navan
Various insurance options designed to cover each family's needs
Paid parental and bereavement leave
Subsidized commuter benefits
Mental health support
Connectivity stipends
Pet insurance

Fulltime

Principal Genesys Cloud Architect

Join Navan's innovative Business Technology team as the Principal Genesys Cloud ...

Location

United States , New York

Salary:

142500.00 - 264000.00 USD / Year

Navan

Expiration Date

Until further notice

Requirements

8+ years of experience in Contact Center Technology, with a specific, deep focus on Genesys Cloud CX
Architectural Expertise: Proven track record of designing global, multi-region contact center solutions (Voice & Digital)
Deep Technical Proficiency: Expert in Genesys Architect, Data Actions, and Integration Hub
Coding Familiarity: Strong grasp of scripting (JavaScript/Node.js) or middleware logic
Consulting Mindset: Excellent communication skills
Data-Driven Approach: Experience with Genesys WEM (Workforce Engagement Management) and analytics
Agile Execution: Experience working in an Agile/Scrum environment

Job Responsibility

Architecture & Design: Leading the end-to-end architecture of Genesys Cloud CX
Complex Flow Logic: Designing and building advanced interaction workflows in Genesys Architect
Deep Integrations: Architecting "smart" routing by leveraging Data Actions and RESTful APIs
Business Alignment: Partnering with Support and Sales leadership to translate complex business requirements into functional technical designs
Innovation: Acting as the Subject Matter Expert (SME) for the Genesys platform
Technical Governance: Establishing best practices for configuration management, documentation, and "DevOps for CX"
Performance Optimization: Analyzing interaction data to identify bottlenecks and implementing architectural changes

What we offer

Generous medical plans, dental, and vision benefits with premiums covered by Navan
Various insurance options
Paid parental and bereavement leave
Subsidized commuter benefits
Mental health support
Connectivity stipends
Pet insurance

Fulltime

Genesys Cloud Architect / Sr Telecom Engineer

The Genesys Cloud Architect / Sr Telecom Engineer is a senior technical leader r...

Location

United States , Albuquerque

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Telecommunications, IT, or equivalent relevant experience
At least 5 years of hands-on experience with Genesys Cloud CX, including administration, routing, and troubleshooting or other Contact Center Solution (Avaya Aura, Cisco Contact Center Enterprise (CCE) or Cisco Contact Center Express (UCCX) etc....
Strong expertise in VoIP technologies, SIP trunking, SBC console operations, and carrier connectivity
Familiarity with chatbot frameworks, speech analytics, and contact center processes
Proven ability to design and manage integrations between Genesys Cloud and external systems is a plus
Exceptional problem-solving skills and a strategic mindset, coupled with the ability to execute technical solutions
Experience supporting high-availability, customer-facing environments
Genesys Cloud certifications and knowledge of architecture standards is a plus

Job Responsibility

Lead the end-to-end architecture of Genesys Cloud CX, including voice, digital channels, routing, integrations, and analytics
Develop and maintain roadmap, standards, and best practices for platform design and evolution
Configure, administer, and optimize Genesys Cloud, including IVR, routing, and self-service workflows
Build and manage API integrations with internal and third‑party systems
Serve as Tier 3 escalation for complex incidents and participate in on-call rotations
Govern platform changes to ensure security, compliance, and alignment with IT standards
Partner with business and technical teams to translate experience goals into scalable solutions
Maintain documentation and mentor engineering teams on platform best practices
Other duties as needed

What we offer

medical
vision
dental
life and disability insurance
401(k) plan

Solutions Architect, Customer Experience

Are you passionate about architecting intelligent, seamless customer journeys? W...

Location

Singapore , Singapore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Proven, hands-on experience in designing and deploying enterprise-level contact center solutions
In-depth knowledge of Contact Center as a Service (CCaaS) platforms such as Genesys, NICE, Cisco, or the new Dynamics 365 Contact Center
A strong understanding of how AI and machine learning technologies are applied in a customer service context, including experience with natural language understanding (NLU), sentiment analysis, and sophisticated chatbot development
Solid expertise in cloud infrastructure, API development, and modern integration patterns
Exceptional communication, presentation, and stakeholder management skills, with the ability to articulate complex technical concepts to diverse audiences

Job Responsibility

Architect End-to-End Solutions: Design and build scalable, secure, and resilient contact center architectures. You will integrate key components like interactive voice response (IVR), SIP telephony, Customer Relationship Management (CRM) systems, AI and machine learning models, and advanced analytics platforms to create a unified customer view
Drive Technology Innovation: Champion an "AI-first" strategy by leading the adoption of transformative technologies. This includes implementing intelligent virtual agents, providing real-time assistance to our customer service agents, and utilizing predictive routing to connect customers with the best possible resource
Collaborate and Influence: Partner with business leaders, operations teams, and IT professionals to ensure that your technical solutions align directly with and drive our overarching customer experience objectives. You will be the bridge between technical possibilities and business goals
Master the Technology Stack: Serve as the lead solution expert for our core platforms, including Dynamics 365 Contact Center, Genesys Cloud, and VideoEngager. Your expertise will ensure seamless integration with our existing enterprise systems and a frictionless experience for both customers and agents
Uphold Security and Compliance: Guarantee that all solutions adhere to the highest standards of regulatory compliance, data privacy, and security
Champion Continuous Improvement: Establish and nurture robust feedback loops, leveraging analytics to continuously refine and enhance customer journeys and agent workflows, thereby driving efficiency and satisfaction

Fulltime

Contact Center Cloud Architect

Navan

Location:
United States , Palo Alto or San Francisco

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 02, 2026

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