Assistant Vice President Architecture Cloud Architecture
ZA, South Africa
Job Description
: We are seeking a forward-thinking Enterprise Cloud Contact Center Architect to lead implementation of innovative, cloud-based contact center solutions. This role will be pivotal in shaping the future of customer experience by leveraging cloud platforms, AI/ML technologies, and multi-channel capabilities to deliver scalable, seamless, and customer-centric solutions
Responsibilities: Key Responsibilities
Lead the
implementation, and operationalization
of cloud contact center architectures using platforms such asAmazon Connect, Genesys PureCloud, and NICE CXone
. Architect and deploymicroservices-based solutions
that support scalability, resilience, and high performance. Drivedigital transformation initiatives
by incorporatingAI/ML technologies
(chatbots, voice bots, sentiment analysis, etc.) into the contact center ecosystem. Enablemulti-channel engagement
(voice, chat, video, social media) to enhance customer experiences. Collaborate closely with cross-functional teams (engineering, product, operations
) to integrate CCaS solutions with enterprise systems. Providethought leadership
in contact center transformation, including process optimization, workforce management, and customer journey mapping. Define and contribute tobest practices, governance, and standards
for CCaS architecture and delivery. Stay current onemerging technologies
and industry trends, translating them into actionable strategies.Qualifications: Qualifications & Experience
Bachelor's/Master's degree in
Computer Science, Information Technology, or a related field
. Proven expertise inimplementing, and managing contact center architectures
at enterprise scale. Strong understanding ofAI/ML technologies
and their application within the contact center domain. Hands-on experience withAmazon Connect, Genesys PureCloud, and NICE CXone
. Industry experience ininsurance, utilities, healthcare, or related domains
is a plus. Relevantcertifications
(e.g., AWS Certified Solutions Architect - Contact Center, Genesys, NICE CXone) preferred. Contributions toopen-source projects, publications, or thought leadership
in contact center technologies would be advantageous.In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
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Job Detail
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Job IdJD1535856
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationZA, South Africa
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EducationNot mentioned