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Contact Center Architect

Job

Insight Global

Cincinnati, OH (In Person)

Full-Time

Posted 5 days ago (Updated 13 hours ago) • Actively hiring

Expires 7/3/2026

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Job Description

Job Description We are seeking a Senior Contact Center Architect to help modernize and scale enterprise contact center platforms. This role sits at the intersection of cloud, telephony, and software engineering, focused on delivering customer-centric solutions across voice and digital channels. You'll play a key role in designing and evolving next-generation capabilities, including intelligent routing, automation, and real-time customer engagement. Key Responsibilities

Design and enhance enterprise contact center solutions across voice and digital channels (chat, email, workflows)
Configure and develop within contact center platforms (NICE, Genesys, Five9)
Advance capabilities across: ○ ACD, IVR, and outbound dialers ○ Intelligent routing and call flows ○ Automation and customer interaction workflows
Build and support CTI integrations and screen-pop solutions to improve agent and customer experience
Partner with business and technical teams to translate requirements into scalable solutions
Participate in Agile delivery (sprint planning, backlog refinement, execution)
Ensure systems meet performance, reliability, and compliance standards
Mentor junior engineers and contribute to engineering best practices Evaluate and implement new technologies to improve the platform We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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Insight Global's Workforce Privacy Policy:

https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

8+ years of experience in contact center engineering or development
Strong hands-on experience with NICE (CXone preferred) or similar platforms
Experience with telecom/call routing concepts (ACD, IVR, CTI, dialers)
Experience building or supporting contact center integrations or workflows
Solid understanding of networking and telephony fundamentals
Experience working in production environments (troubleshooting, support)
Strong problem-solving skills and ability to take ownership Strong communication skills across technical and business teams
Experience with multiple platforms (Genesys, Five9, etc.)
Exposure to AI / conversational AI / automation in contact centers
Experience with APIs, scripting, or development work within platforms
Cloud experience (AWS preferred)
NICE certifications (NCAP or similar) Background in financial services or insurance