Contact Center Architect / CCaaS

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

Tasks

• 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 boundaries with existing business platforms and systems
• Active participation in contact center, vendor, and architecture workshops as well as 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

Requirements

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 concretize business requirements and to evaluate vendor solution or architecture variants
• Experience collaborating with business, architecture, and engineering teams as well as in technical workshops
• Very good command of German as well as good knowledge of English

Desirable:

• 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

Duration: as soon as possible - 31.12.2027 (with option to extend)

Workplace: hybrid remote (Bern region) 40-60%

If you feel concerned, we look forward to receiving your complete application files. Only direct applications will be considered. Thank you for your understanding.