Job Summary

Remote - US

Must have BPO or Contact Center experience

As an integral part of the team, you will architect comprehensive solutions to navigate intricate business obstacles and technical demands for our clients. Engaging closely with the client and our internal cross-functional teams, you will sculpt new solutions (i.e digital solutions, etc.) and architectural blueprints that not only resonate with our business objectives and solve problems but also champion scalability, reliability, and forward-thinking innovation.

About Foundever

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

• Winner of Comparably’ s Award for Best Global Culture in 2024, 2022 and 2021
• Gold Stevie Award Winner for Great Employers
• We foster an exciting culture of creativity, connection, and commitment.

Read more about our culture: Foundever Stories.

Key Responsibilities

• Partner with stakeholders to distill business needs and technical boundaries.
• Architect robust and adaptable solutions by leveraging digital solutions and process enhancements that cater to immediate and future organizational objectives.
• Articulate architectural visions through CX journey maps, diagrams, and detailed documentation.
• Offer strategic direction and mentorship to development teams during the rollout phase.
• Assess and advocate for suitable technologies, frameworks, and tools that complement the architectural landscape.

• Recognize potential challenges and strategize proactive countermeasures within the architecture.
• Uphold adherence to industry-leading practices, stringent security protocols, and compliance mandates in all architectural endeavors.
• Forge strong alliances with related teams to guarantee fluid integration and operational excellence of the crafted solution.
• Engage in rigorous code and design evaluations, ensuring congruence with established architectural standards.
• Continually enrich architectural know-how by tracking advancements in technology, industry trends, and architectural best practices.

Qualifications

• Minimum 10 years of experience in a similar position, process improvement, or a related field.
• Bachelor’s degree in business administration, information technology, or a related field is preferred.
• Proven experience in leading transformation projects in a BPO (contact center) environment.
• Strong understanding of contact center operations, processes, and technologies required.

Technical Skills

• Familiarity with:
  • Analytics

• AI/ML
• Call Routing Platforms / CCaaS
• Chatbots/Voicebots
• CRM
• Learning and Development Design and Architectural Patterns

• Design Systems
• Architectural Patterns for web and/or mobile apps ○ Microservices
• Monoliths

• API Design and Integration
• Cloud Computing Platforms
  • AWS
  • Azure
  • Google Cloud
• Cloud Security and Compliance
• Containerization and Orchestration
  • Docker
  • Kubernetes

.

• Project Management
• Change Management

Soft Skills:

• Ability to work under pressure
• Critical Thinking
• Analytical thinking
• Problem solving
• Verbal communication
• Written communication

Preferred Qualifications:

• Certification in Project Management (PMP) or Lean Six Sigma.
• Experience with digital transformation initiatives and emerging technologies in BPO.

Travel

• Be capable of up to 25% domestic and international travel if required

Salary Range

The base pay range for this position in the United States is $124,000.00 - $150,000.00 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.