What are the responsibilities and job description for the CCaaS Architect position at Millennium Software and Staffing Inc?
Looking for a senior CCaaS expert to design and deliver end-to-end cloud contact center solutions across platforms like NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS.
What You'll Do:
Design IVR journeys, omnichannel flows & CX strategy
Lead customer workshops to define best-fit CCaaS solutions
Architect WFM, reporting & analytics integrations
Build API/CRM integrations (Salesforce, MS Dynamics)
Drive on-prem to cloud migration initiatives
What You Bring:
🔹 12-18 years in Contact Center/CCaaS architecture
🔹 Hands-on experience with NICE CXone (preferred), Genesys Cloud, Amazon Connect, or Microsoft CCaaS
🔹 Strong IVR, WFM & REST/API integration expertise
🔹 Cloud platform knowledge (AWS/Azure/GCP)
🔹 Understanding of security & compliance in cloud contact centers
Nice to Have: NICE CXone, AI-driven CC capabilities, QM exposure, Agile/Jira experience