CX Operations Architect

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.  

Are you an experienced architect with a passion for building and optimizing contact center operations? Do you thrive in a collaborative environment where you can drive strategic initiatives and deploy cutting-edge technology solutions? If so, we want you to join our team as a CX Operations Architect!

As a CX Operations Architect, you will be responsible for designing, deploying, and managing our contact center infrastructure on a global scale. You’ll work closely with cross-functional teams to assess current systems, develop roadmaps, and implement scalable solutions that improve customer experience and operational efficiency. This is a senior-level role for a builder—someone who can take ownership, drive innovation, and create impactful change.

You Will:

• Own & Optimize Contact Center Technology Solutions: Lead the deployment, configuration, and administration of contact center platforms such as Five9, Talkdesk, Genesys, NICE inContact, and others.
• Architect & Implement Global Contact Center Solutions: Design scalable solutions that enhance customer success, ensuring seamless integration with CRM and other business tools.
• Drive Technology Strategy: Assess current systems, identify gaps, and develop a roadmap to enhance efficiency and align with business goals within the CX org.
• Collaborate Cross-Functionally: Work with IT, CX leadership, and product teams to align tools and processes with company objectives.
• Act as a Product Owner: Own contact center solutions, develop best practices, and ensure systems meet business and customer needs.
• Analyze & Optimize Performance: Use data insights to improve workflows, reporting, and key metrics while driving continuous improvement.
• Ensure Compliance & Security: Maintain risk management, security, and uptime, ensuring systems comply with regulatory standards.
• Manage Vendor Relationships: Partner with third-party providers to evaluate, implement, and optimize contact center tools.

What You Need to Get the Job Done

Experience & Education:

• 4+ years of experience deploying and managing contact center solutions (B2C or B2B).
• Strong SaaS experience or similar experience with a focus on contact center operations.
• Deep understanding of CRM systems, including Salesforce (Service Cloud preferred).
• Experience working in a call center environment with direct exposure to operations and management.
• Proven track record of building and optimizing customer success infrastructure.

Skills & Technical Proficiency:

• Strategic Thinker & Problem-Solver: Ability to assess complex business needs and implement scalable technology solutions.
• Hands-On Architect & Builder: Strong experience configuring, deploying, and maintaining contact center platforms.
• Data-Driven Decision Making: Ability to analyze performance metrics and use insights to drive process improvements.
• Stakeholder Management: Skilled at communicating technical concepts to non-technical audiences and managing expectations.
• Self-Starter Mentality: Can take initiative, assess current needs, and execute without constant direction.

What Will Make Us REALLY Love You

• Experience Deploying Contact Center Technologies at Scale (Five9, Talkdesk, Genesys, etc.)
• Salesforce Experience: Service Cloud expertise is a nice plus!
• Customer Success Knowledge: Background supporting Customer Success teams and optimizing their workflows.
• Some experience or familiarity with Gainsight or Totango
• Process Optimization & Change Management: Ability to refine workflows and lead teams through process changes.
• Experience in High-Growth SaaS Companies: Ability to navigate scaling challenges in a fast-paced environment.

If you’re looking for an opportunity to own, build, and optimize a global contact center operation while working with an amazing