Thetrevorproject12d ago

Contact Center Solutions Architect

United StatesRemoteFull Timemid

EngineeringOtherSoftware Architect

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Quick Summary

Overview

About Trevor: The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services,

Technical Tools

awsconfluencegcpgojavascriptjirapythonsalesforcementoringmicroservices

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention 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, The Trevor Project 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 commit to do what matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States. The Trevor Project will not sponsor an employment visa for this position.

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

Summary:
The Contact Center Solutions Architect will play a critical role in shaping and implementing our technology strategy. This position requires a deep functional understanding of Genesys Cloud, Salesforce, Google Cloud Platform (GCP), Amazon Web Services (AWS), and related technologies, along with strong leadership skills to collaborate with cross-functional teams. The ideal candidate will be responsible for designing scalable, efficient, and cost-effective solutions that align with our mission and operational needs.

Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment.

Develop 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 technology partners to evaluate and implement improvements on existing solutions.

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

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

Assist with development and implementation of technology-related policies.

Provide tier 3 support to troubleshoot and resolve complex 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.

Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc)

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

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

Other relevant tasks, duties, or special projects as assigned.

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

Advanced proficiency in Genesys Cloud and extensive experience with Salesforce, GCP, and AWS; including in-depth understanding of APIs, integration patterns, relational databases as well 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 Artificial Intelligence (GenAI) with a focus 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 APIs.

Functional knowledge of contact center historical and real-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 social media based on business requirements.

Proficiency in spoken and written English.