CTG is seeking to fill a Contact Center Solution/Technology Architect opening for our client in Phoenix, AZ. Location: Phoenix, AZ Duration: 6 months Duties: Assess current Contact Center architecture and design a comprehensive migration roadmap to a modern CCaaS platform. Provide solution architecture recommendations to support platform modernization initiatives. Define and implement omnichannel strategies, including IVR, call flows, skill-based routing, and customer journey orchestration. Identify and drive opportunities to enhance the customer experience through AI capabilities such as intent detection, virtual assistants, predictive routing, and sentiment analysis. Collaborate with internal application teams to define data-driven automation use cases and a scalable implementation strategy. Work closely with IT, customer service operations, business stakeholders, and external CCaaS vendors to ensure alignment and execution. Participate in vendor evaluations and the selection process for CCaaS and AI solutions. Conduct stakeholder interviews to gather contact center requirements and assess downstream application impacts. Skills: Strong expertise in Contact Center technologies (on-premises and CCaaS). Hands-on experience with call flow design, IVR systems, skill-based routing, omnichannel servicing, and customer journey orchestration. Knowledge of routing logic and Workforce Management (WFM) solutions. Solid understanding of contact center data, analytics, and AI integration. Proven ability to work cross-functionally with IT, business, and vendor teams. Strong vendor evaluation and selection experience. Experience: Minimum 7 years of experience in Contact Center solution architecture and technology implementation. Prior experience leading migrations from legacy contact center systems to cloud-based CCaaS platforms. Demonstrated success designing and implementing customer experience enhancements through automation and AI tools. Education: Bachelor’s degree in Computer Science, Information Systems, or a related field is required. Advanced degree or relevant certifications in Contact Center Technologies or Solution Architecture is a plus. Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required. CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role. To Apply: To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Anisha Muralidhar at Anisha.Muralidhar@ctg.com. Kindly forward this to any other interested parties. Thank you! About CTG CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com. Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations. CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws. CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.