Principal Architect (CCaaS)

TL;DR

Principal Architect (CCaaS): Engineering and designing complex Contact Center applications, including routing strategy, ACD/IVR design, API integrations, and AI concepts with an accent on end-to-end technical architecture and reusable code libraries. Focus on creating transformation roadmaps, developing detailed designs, and delivering solution presentations to stakeholders.

Location: Austin, TX

Salary: $170,000 - $200,000 a year

Company

hirify.global pioneers engagement and growth solutions that fuel exceptional customer experience (CX) with 1,800+ employees.

What you will do

• Lead opportunity qualification, data gathering, and solution development with partners.
• Own end-to-end design of technical architecture including routing, ACD/IVR, APIs, external integrations, and AI concepts.
• Create technical documentation, architecture diagrams, and reusable code libraries.
• Mentor junior consultants and advise on testing strategies.
• Conduct requirements discovery, solution design meetings, and present solutions to clients.
• Support RFP responses, proposal documents, and ROI business cases.

Requirements

• Bachelor’s degree in computer science, IT, or engineering preferred.
• 10+ years in Contact Center and UC environments.
• 5+ years NICE CXone software development (JavaScript, Python, Java, C++), design, coding, and testing.
• Experience with CCaaS platforms like Genesys Pure Cloud, Five9, Amazon Connect, Cisco, Avaya (NICE CXone preferred).
• Enterprise-level CCaaS architecture, cloud network infrastructure.
• Presenting to executive stakeholders; knowledge of Webex, CRM, process automation.

Culture & Benefits

• Medical, dental, vision coverage.
• Tax-advantaged health care accounts, financial and income protection benefits.
• Paid time off (PTO) and wellness time off.
• Annual incentive program eligibility.
• Great Place to Work 2024-2025 certification across 14 countries.
• Equal opportunity employer committed to diversity and inclusion.