Contact Center Architect / CCaaS

• 22 août 2026 • 100% • Durée indéterminée • Bern Tâches • 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 limits with existing business platforms and systems • Active participation in contact center, vendor and architecture workshops as well as in 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 Exigences 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 specify business requirements and to evaluate vendor solution or architecture variants • Experience collaborating with business, architecture and engineering as well as in technical workshops • Very good command of German as well as good knowledge of English Souhaitable : • 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 Durée : dès que possible - 31.12.2027 (avec option de prolongation) Lieu de travail : hybride à distance (région de Berne) 40-60% Si vous vous sentez concerné, nous attendons volontiers vos dossiers complets. Seules les candidatures directes seront prises en compte. Merci de votre compréhension.