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EQPlus

Enterprise Cloud Contact Centre Architect

EQPlus

  • Undisclosed
  • Permanent Specialist position
  • Cape Town Region
  • Posted 16 Sep 2025 by EQPlus
  • Expires in 34 days
  • Job 2622487
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About the position

Our Client is an established and innovative global services company seeking top talent to join its cloud architecture team. The company partners with global clients using a data and AI-led approach to reinvent business models, drive business outcomes, and unlock growth with speed. With deep expertise in analytics, digital operations, and cloud technologies, the company transforms enterprise operations and enhances customer experience across industries including insurance, healthcare, banking, and retail.

They are seeking an experienced Enterprise Cloud Contact Center Architect to shape cloud-based contact center strategies, drive innovation with AI/ML technologies, and deliver exceptional customer [Email Address Removed] is a senior role that requires deep technical expertise, strategic vision, and the ability to collaborate across diverse teams.

Responsibilities

  • Lead the design and implementation of enterprise-scale cloud contact center solutions (CCaaS)
  • Architect and deploy microservices-based solutions with scalability, resilience, and performance in mind
  • Develop and implement innovative digital contact center strategies incorporating AI/ML technologies (chatbots, voice bots, sentiment analysis, conversational AI)
  • Enable omnichannel delivery across voice, chat, video, and social media
  • Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration with enterprise systems
  • Provide thought leadership in digital transformation, including greenfield setups, migrations, and large-scale technology transformations
  • Guide process optimization, workforce management, and customer journey mapping.
  • Establish and promote best practices, governance, and standards for CCaaS architecture and implementation
  • Stay ahead of emerging contact center technologies and translate them into actionable business solutions

Qualifications

  • Bachelor's or Master's degree in Computer Science, Information Technology, or a related field
  • 12+ years of experience in enterprise-scale architecture, with at least 3-5 years of recent cloud-heavy, contact center-related experience
  • Proven expertise with leading cloud contact center platforms such as Amazon Connect, Genesys PureCloud, and NICE CXone
  • Strong background in microservices architecture design and deployment
  • Demonstrated experience integrating AI/ML into contact center environments
  • Track record of delivering multi-channel/omnichannel solutions
  • Certifications preferred: AWS Solutions Architect, Genesys, NICE CXone.
  • Experience in relevant industries (insurance, healthcare, utilities, or similar) is advantageous
  • Contributions to open-source projects, research, or publications in contact center or cloud technologies would be a plus

Desired Skills:

  • Cloud Architecture
  • Contact Centre
  • CCaaS
  • AI/ML Integration
  • Multi-channel Solutions
  • Microservices
  • Digital Transformation
  • AWS

Desired Work Experience:

  • More than 10 years

Desired Qualification Level:

  • Degree

Apply Now

EQPlus

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About the agency

EQPlus is a Specialist IT & Financial Recruitment Consultancy with a team of highly experienced staff and shareholders, representative of South Africa's unique diversity. EQPlus is a Specialist Resourcing Services organization, specialising in the provision of contracting staff, permanent staff as well as Executive Search. We do IT your way. EQPlus is a leading provider of IT and Financial talent, on all levels of your business Founded in 1999, the dynamic team at EQPlus focusses on the following business units: EQ Resourcing EQPlus is able to supply top quality technical specialists in all technologies e.g. Mobile Technologies, Java, C#, SQL, Oracle, COBOL, Natural – all levels. EQ PLUS ensures that the candidate match the client’s skills requirement and the culture of the organisation. EQ Plus provides a personal service of exceptional value. EQ Professional Services EQPlus is highly experienced in the sourcing of Programme and Project Managers for short and long term positions, both local and internationally. Business Analysts/Business Process skills are also available with experience across multiple leading BA methodologies. EQ Staffing Solutions EQ Staffing solutions is designed to meet your needs, be it Teams, Fixed price or Executive search. Our offering includes bespoke application development skills across all the enterprise development platforms and technologies over the full lifecycle of a project. Why EQPLUS We have a track record of excellent service delivery on small and large scale recruitment projects. •Our team of inspirational bright minds enables us to provide business leadership in our field. •We provide Technology Expertise, using state of the art Recruitment Intellectual Property •We consistently provide quality candidates, at great value for money with passionate service delivery. •We serve clients and candidates spanning the technology and geographic landscape of South Africa. •We are a Total Talent Solution Centre of Excellence and have specialists that focus on the IT Industry. •We provide Executive Search appointments, Independent Contractors and Permanent Appointments including: oArchitects, oBusiness Analysts, oProject Managers, oAnalyst Programmers (Java, C#, PHP, Web Logic, SQL, Cobol, Universe, SAP, Oracle etc.) oNetwork Engineers (up to CCIE level). oMicrosoft Technology experts, oJava Application Development experts and oMobile Development experts. oFinancial Industry Professionals.

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