Kforce has a client seeking a Contact Center Architect in the Mercer County, NJ area. Summary: We are seeking an experienced Contact Center Architect to help assess and strategize improvements for our contact center environment. The ideal candidate will take a step back to evaluate the current setup, identify gaps, and develop an exit strategy if the organization continues to face challenges with its existing infrastructure. Key Responsibilities: * Strategic Assessment & Advisory: Evaluate the current contact center (CC) environment and provide recommendations for optimization and transformation * Cloud Contact Center Expertise: Broad exposure to Contact Center in the Cloud (CCaaS), including RingCentral/RC Contact Center and other providers * Technical Leadership: Architect scalable and high-performing solutions using Genesys, AWS Connect, Microsoft Teams, and full-stack technologies for workforce optimization and multi-channel call centers * Vendor Engagement & RFPs: Lead the RFP process, engage with vendors such as RingCentral, OEM with Nice in Contact, and call recording solutions to ensure best-fit technologies * Testing & Quality Assurance: Utilize Cyara for testing and ensure high availability (5-9's reliability) in the contact center environment * Omnichannel Transition: Support the transition from a phone-dependent model to a digital-first strategy, incorporating chat and social media channels * Solution Integration & Presales: Work on the integrator side, architecting solutions that involve multiple vendors, and ensuring seamless implementation