Yoh, A Day & Zimmermann Company · 1 day ago
Principal Contact Center Architect
Austin, TX
Full-time
Hybrid
Lead/Staff
$70/hr - $75/hr
10+ years expYoh, A Day & Zimmermann Company is seeking a Principal Contact Center Architect to lead the design, development, and modernization of enterprise contact center platforms. This hands-on technical leadership role focuses on IVR, call routing, and analytics, ensuring the delivery of high-quality solutions across multiple teams.
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Hiring Manager
Latish Salian
Responsibilities
Own the technical strategy and architecture for IVR, routing, and contact center platforms
Lead IVR redesign and modernization, including ASR, NLU, and conversational AI initiatives
Provide hands-on technical leadership, including code and design reviews
Lead 3–5 agile scrum teams (internal FTEs, vendors, and contingent resources)
Manage and mentor development leads and vendor partners to ensure delivery quality
Drive simplification of legacy systems and reduction of vendor complexity
Partner with product and business stakeholders to align technology with CX goals
Qualification
Required
Strong hands-on experience with NICE CXone (full CX1 suite); Nexidia preferred
Experience with Genesys and/or Google Contact Center platforms
Deep understanding of IVR, call routing, ASR, NLU, and conversational design
10+ years of experience in contact center or CX platform engineering
Proven experience leading multi-team, vendor-heavy environments
Ability to guide technical direction and review production-quality code
Benefits
Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
Health Savings Account (HSA) (for employees working 20+ hours per week)
Life & Disability Insurance (for employees working 20+ hours per week)
MetLife Voluntary Benefits
Employee Assistance Program (EAP)
401K Retirement Savings Plan
Direct Deposit & weekly epayroll
Referral Bonus Programs
Certification and training opportunities
Company
Yoh, A Day & Zimmermann Company
At Yoh, we focus on helping you precisely navigate and fulfill your talent demands.
1001-5000 employees
H1B Sponsorship
Yoh, A Day & Zimmermann Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (57)
2024 (28)
2023 (27)
2022 (25)
2021 (28)
2020 (27)
Funding
Current Stage
Late StageLeadership Team
Peter Melomo
Vice President, Sales Strategy & Professional Consulting Services
Tom Enright
VP Recruiting - Specialty Practices
Recent News
Philadelphia Business Journal
2025-01-11
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