Principal Contact Center Architect

Job Summary

A company is looking for a Principal Contact Center Architect specializing in AI Call Analytics and Funnel Intelligence.

Key Responsibilities

• Evaluate and refine the stage-based model for call classification
• Design a hierarchical diagnostic taxonomy and ensure operational defensibility
• Provide guidance on scalability, governance, and implementation for multi-client deployment

Required Qualifications

• 12+ years in contact center operations, architecture, QA, or transformation
• Experience in large BPOs or contact center technology providers
• Direct experience designing call classification systems or QA frameworks
• Sales call center expertise, with familiarity in transcript-based analysis
• Experience integrating AI into call center workflows is a strong plus