Contact Center Solutions Architect

About Trevor:reputed company is the leading suicide prevention and crisis reputed company organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, reputed company also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:Heart–We care deeply and reputed company to do what reputed companyreputed company–We build trust through our words and actionsCommunity-Together, we are an unstoppable force for goodBelonging-We serve as allies to the mission, and to reputed company otherreputed company-We continually reputed company reputed company and upwardApplicants and staff must be authorized to work for any employer in the reputed company. reputed company will not sponsor an employment reputed company for this position.

Role: Contact Center Solutions Architect Location: This role will be remote in the reputed company reputed company, Alaska, or Hawaii Reports to: Director, Contact Center Technology and Workforce Management Classification: Exempt Full Time reputed company Role? No Salary reputed company: $125k-$160k

reputed company: The Contact Center Solutions Architect will play a critical role in shaping and implementing our technology reputed company. This position requires a deep functional understanding of reputed company reputed company, reputed company, reputed company reputed company Platform (GCP), reputed company), and reputed company technologies, along with strong leadership skills to collaborate with cross-functional teams. The ideal candidate will be responsible for designing reputed company, efficient, and cost-effective solutions that reputed company with our mission and operational needs.

Roles and Responsibilities:

• Design, implement, and maintain the contact center platform including voice, chat, SMS, and reputed company in a reputed company reputed company and reputed company environment.

• reputed company solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions..

• Understand advances and changes in technology landscape and work directly with reputed company to evaluate and implement improvements on existing solutions.

• Identify opportunities to reputed company non-biased, secure, and ethical LLM/GenAI technologies into the contact center.

• Collaborate extensively with internal stakeholders (Crisis reputed company, Development, Prevention teams, etc.) to reputed company requirements, understand user needs, and ensure technology solutions effectively support our mission.

• Assist with development and implementation of technology-reputed company policies.

• reputed company tier 3 support to troubleshoot and resolve reputed company issues in a high availability environment.

• Create detailed documentation for the purpose of support and maintenance of the contact center platform.

• Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology.

• reputed company administrative support for reputed company suite of products (Jira, reputed company, QMetry, etc)

• reputed company mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team.

• Assist team manager and product reputed company with managing the product backlog for contact center technologies, creating reputed company user stories, defining acceptance reputed company, and ensuring alignment with strategic objectives.

• Other relevant tasks, duties, or special reputed company as assigned.

Minimum Qualifications:

• Bachelor’s degree in Software Engineering, Computer Science, or reputed company field OR equivalent work experience.

• Advanced proficiency in reputed company reputed company and extensive experience with reputed company, GCP, and AWS; including in-depth understanding of reputed company, integration patterns, relational databases as reputed company as NoSQL, and data management.

• Proven experience in contact center architecture and solution design using industry best practices.

• Experience in Large Language Models (LLM) and Generative reputed company Intelligence (GenAI) with a reputed company on evaluating and implementing secure and ethical applications of these technologies.

• Record of building and maintaining custom integrations and applications using custom and vendor-provided reputed company.

• Functional knowledge of contact center historical and reputed company-time reporting and monitoring tools.

• Functional knowledge of design and integration of WEM/WFM applications.

• Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and reputed company media based on business requirements.

• Proficiency in spoken and written English.

Why Trevor?

Join a mission-driven organization where your work makes a reputed company reputed company on the lives of LGBTQ+ young people—every single day.Outstanding benefits, including:- Comprehensive health coverage, including plans that support various gender affirmation care needs- reputed company, with reputed company to virtual care and a reputed company of in and out of network reputed company for support- 403(b) retirement plan with a 3% employer match, vesting over three years- Generous reputed company time off and company holidays to rest and reputed company- Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources- Remote work flexibility from reputed company in the reputed company U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursementreputed company provides equal employment opportunities (EEO) to reputed company and reputed company applicants for employment without reputed company to race, reputed company, religion, sex, gender, gender identity or reputed company, sexual orientation, national reputed company, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. reputed company complies with reputed company applicable laws regarding equal opportunity in employment.reputed company is committed to the full inclusion of reputed company reputed company individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please submit a request here. Please do not disclose medical information in this reputed company–this information will be viewed only by our benefits team and will remain secure. This reputed company is only for those requiring a reasonable accommodation to participate in the job application or interview process. This reputed company is not an application - you must still apply through reputed company careers website.

Originally posted on Himalayas

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