Contact Center Data / AI Architect (OnPrem / CCaaS) (450751) POST NUMBER: 450811
DETAILS
Location: Desert Ridge, AZ 85050 (onsite 3-days per week)
Position Type: 6M C2H
Hourly / Salary: flexible based on experience
JOB SUMMARY
Vaco Technology is currently seeking a Contact Center Data / AI Architect | AI Strategy / OnPrem & CCaaS for a 6M C2H opportunity, located in Desert Ridge, AZ (onsite 3-days per week). The Contact Center Data / AI Architect will join a team that advances cloud infrastructure, automation / analytics, and software delivery to deliver successful end-client digital transformation.
- Core Value Proposition | Platform Modernization / Customer Experience – Supporting a Digital Transformation / Technology Services MSP to Modernize Core Platforms (Cloud Infrastructure / Automation / Analytics / Modern Application Delivery) | Driving Transformation within the Customer Engagement Ecosystem | Enhancing QoS / Responsiveness / Operational Agility
- Customer-Centric AI / Data Enablement – Focusing on AI-Powered Customer Interactions (Intent Detection / Predictive Routing / Virtual Assistants / Sentiment Analysis) | Driving Data and Automation Strategies | Enhancing Customer Experience Through Advanced Analytics / Intelligent Journey Orchestration
- Hybrid Cloud / Contact Center Modernization – Modernizing Legacy OnPrem Contact Center Platforms / Transitioning to Modern CCaaS Solutions | Call Flows / Routing Logic / WFM / Omnichannel Servicing (hands-on expertise) | Strategic Planning to Design Scalable / Cloud-Ready Architectures Supporting Business Agility / Long-Term Digital Evolution
- Strategic / Cross-Functional Advisory Role – Collaborating with IT / Customer Operations / Business Units / External Technology Vendors | Ensuring Technical Solutions Align with Business Needs / Consider Downstream Application Impacts | Architectural Vision / Stakeholder Alignment | Characteristic of Embedded Advisory Work
- AI Strategy / Staff Augmentation Model – Part of a Broader Strategic Initiative to Augment Client Teams with Specialized AI / Data Talent | Contributing to AI Use Case Identification / Vendor Evaluations / Intelligent Automation Strategy Design | Enterprise Consulting with Technical Leadership (hands-on) | Accelerating Contact Center and AI Capability Maturity
About the Project: The Contact Center Data / AI Architect will lead the enablement of enterprise clients to modernize their IT infrastructure, customer experience, and data platforms. This role focuses on modernizing contact center solutions through strategic architecture, cloud migration, and the integration of AI-driven customer engagement technologies. The ideal Contact Center Data / AI Architect will bring deep expertise in contact center technologies (on-prem and CCaaS), including IVR design, omnichannel routing, and workforce management. The Contact Center Data / AI Architect will assess existing architectures, define migration roadmaps, and design forward-looking solutions that leverage AI for intent detection, predictive routing, sentiment analysis, and virtual assistants. The Contact Center Data / AI Architect will collaborate closely with cross-functional team, spanning IT, operations, and business stakeholders, as well as external vendors to evaluate platforms and implement data-driven automation strategies. This Contact Center Data / AI Architect will be part of a larger initiative to modernize customer interaction platforms and enhance digital engagement through the thoughtful application of cloud and AI technologies.
JOB REQUIREMENTS
- Contact Center Architecture / Modernization – Assess Existing Contact Center Architectures (OnPrem / CCaaS) | Recommend Solution Architecture for Modernization | Design Migration Roadmaps to CCaaS Platforms
- Platform Modernization / Customer Engagement – Drive Core Platform Digital Transformation Leveraging Cloud Infrastructure / Automation / Modern Application Delivery | Enhance QoS / Responsiveness / Operational Agility within Customer Engagement Ecosystem
- AI-Driven Customer Experience Optimization – Identify / Implement AI Opportunities (Intent Detection / Virtual Assistants / Predictive Routing / Sentiment Analysis)
- Contact Center Interaction / Workforce Orchestration – Routing Logic / WFM (expertise) | Enabling Intelligent Call / Interactive Routing | Integrate WFM Systems for Operational Efficiency
- Hybrid Cloud / Contact Center Modernization (hands-on) – Modernize Legacy / OnPrem Platforms | Call Flows / IVR / Skill-Based Routing / Omnichannel Servicing | Design Scalable / Cloud-Ready Solutions
- Data-Driven Automation Strategy / Integration – Collaborate with Internal Application Teams to Define Automation Use Cases / Develop Implementation Strategies
- Stakeholder Engagement / Vendor Management – Interview Business Stakeholders to Understand Contact Center Needs / Downstream Application Impacts | Evaluate / Select CCaaS / AI Solution Vendors
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.