Contact Center Architect / CCaaS

• 22 août 2026
• 100%
• Durée indéterminée
• Bern

Tâches

• Technical support for the evaluation and acquisition of the future CCaaS platform as well as the evaluation of vendor solutions
• Continuous development of the product and target architecture of the future CCaaS platform in collaboration with the architecture teams
• Specification of technical requirements as well as support in the requirements catalog
• Clarification of interfaces, integrations and system limits with existing business platforms and systems
• Active participation in contact center, vendor and architecture workshops as well as in technical Q&A and proof of concept sessions
• Evaluation of technical solution variants and development of decision bases for the future evaluation and development of the platform

Exigences

Indispensable :

• Several years of experience with CCaaS solutions and a deep understanding of modern CCaaS architectures
• Good knowledge of routing, queues, skills, IVR, omnichannel and agent workspace concepts
• Experience in product or platform architecture as well as with cloud, SaaS and integration architectures
• Ability to technically specify business requirements and to evaluate vendor solution or architecture variants
• Experience collaborating with business, architecture and engineering as well as in technical workshops
• Very good command of German as well as good knowledge of English

Souhaitable :

• Experience with established CCaaS platforms such as Genesys, NICE, Content Guru, Luware, Cisco or comparable solutions
• Experience in technical evaluations, tenders, RFP/RFI or product launches
• Knowledge of voice, SIP, SBC, Teams Phone or enterprise telephony
• Knowledge of ServiceNow, SAP or comparable enterprise platforms
• Experience with AI functions such as Agent Assist, conversational AI, transcription or Knowledge Assist
• Knowledge of security, IAM, data protection and compliance

Durée : dès que possible - 31.12.2027 (avec option de prolongation)

Lieu de travail : hybride à distance (région de Berne) 40-60%

Si vous vous sentez concerné, nous attendons volontiers vos dossiers complets. Seules les candidatures directes seront prises en compte. Merci de votre compréhension.