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Senior Workforce Management Analyst

Remote — U.S. (EST/CT) 8+ Years Required Workforce Management

We do NOT ask for work samples with your application. Later in the process we will ask you to walk through work you personally produced, and sanitized or anonymized material is entirely acceptable. We are validating competency, not collecting your prior employer's materials.

Call Center Power is a contact center consulting and managed services firm serving enterprise clients across healthcare, insurance, and regulated industries. Our workforce management practice is where operational reality meets financial reality, and clients rely on us to tell them the truth about both: how many people they actually need, what those people cost, and what a technology or automation investment will genuinely return.

We are hiring a Senior Workforce Management Analyst to serve as a hands-on practitioner and client-facing advisor across CCP engagements. This is not a scheduling-desk role and it is not a junior seat. It is a senior individual contributor position: you will own your analysis end to end and be accountable for the recommendations that come out of it.

The work has two halves that most WFM careers keep separate. The first is operational: forecasts, staffing models, capacity plans, and the platform execution that makes them real. The second is financial: translating that analysis into the budgets, cost-to-serve models, and business cases that client executives use to fund decisions. We need someone who can do both and move between them credibly in the same meeting.

Role Details

TypeContract to Hire
LocationRemote — United States only; core hours in the Eastern or Central time zone
Experience8+ years of hands-on contact center workforce management
TravelOccasional client travel (typically less than 10%)
Reports ToSenior Manager of Workforce Management
Work AuthMust be authorized to work in the U.S. without current or future sponsorship

Forecasting, Staffing & Capacity Planning

  • Build and maintain short-, mid-, and long-range volume forecasts across voice, chat, email, and digital channels, accounting for seasonality, trend, and known business drivers.
  • Develop staffing requirements and capacity plans using Erlang-based methods, incorporating shrinkage, occupancy targets, service level and abandonment objectives, and skill or line-of-business segmentation.
  • Produce hiring, attrition, and training pipeline plans that reconcile required headcount to actual onboarding capacity and class timing.
  • Model the staffing impact of operational changes: AHT initiatives, channel shift, self-service containment, automation and AI deflection, routing redesign, and shrinkage reduction.
  • Perform forecast accuracy and plan-versus-actual variance analysis, and drive the root-cause conversation with client operations leadership.

WFM Platform Execution

  • Serve as the subject matter expert in enterprise WFM platforms, configuring and operating forecasting, scheduling, intraday, and reporting functions.
  • Contribute to WFM platform implementations and optimizations: requirements definition, configuration design, data validation, and testing support.
  • Build and refine intraday management practices: real-time monitoring, reforecasting, schedule adjustments, and escalation protocols.
  • Design reporting that gives operations and executive stakeholders a defensible view of performance, and document the procedures that let client teams sustain the practice independently.

Financial Modeling & Budget Support

  • Own the WFM inputs to contact center budgets and operating plans: FTE requirements, loaded labor cost, overtime and outsourcing assumptions, training and attrition cost, and seat or license demand.
  • Partner with client finance teams to reconcile operational staffing models to financial plans, and explain variances in terms both operations and finance accept.
  • Build scenario and sensitivity analyses that show how service level targets, shrinkage assumptions, AHT, and volume growth move total cost to serve.

Value Creation & Business Case Development

  • Build ROI and cost-to-serve business cases that quantify the operational and financial impact of proposed CCP engagements and client initiatives.
  • Support pre-sales pursuits: analyze client-provided data, size the opportunity, construct baseline and future-state models, and produce the quantitative sections of proposals.
  • Present analysis directly to client operations executives and finance leadership, and defend the assumptions behind the model.
  • Establish post-sale benefit tracking. Define the measurement approach, baseline the starting point, and report realized value against the original business case.

Required Qualifications

Depth in forecasting and capacity planning is the requirement we will not bend on. It is the foundation everything else in this role sits on.

  • Eight or more years of hands-on contact center workforce management experience.
  • Demonstrated production experience with one or more enterprise WFM platforms: Verint WFM, Genesys WEM (Workforce Engagement Management), or NICE IEX. Experience across multiple platforms is strongly preferred.
  • Direct experience building staffing models, volume forecasts, and capacity plans yourself, not merely consuming or reporting on plans built by others.
  • Advanced Excel capability, including complex formula construction, lookup and reference functions, pivot tables, Power Query, and building maintainable multi-tab models that others can use.
  • Demonstrated experience contributing WFM analysis to financial models, operating budgets, or cost-to-serve analyses.
  • Experience building ROI or business case analysis and presenting it to executive or finance audiences.
  • Working command of contact center metrics and the relationships among them: service level, ASA, abandonment, occupancy, shrinkage, AHT, adherence, and forecast accuracy.
  • Ability to explain analytical conclusions clearly to people who are not analysts, and to hold your position when the conclusion is unwelcome.
  • Must reside in the United States, work core hours in the Eastern or Central time zone, and be authorized to work in the U.S. without current or future visa sponsorship.

Where We Are Flexible

Few WFM professionals have spent equal time on the operational and financial sides of this work. If your platform expertise is deep but your business case experience is lighter, or the reverse, say so directly and tell us which half you want to build. We would rather hire a strong practitioner with an honest gap than someone who overstates both.

Preferred Qualifications

  • Consulting, professional services, or managed services experience supporting multiple concurrent clients.
  • Healthcare, payer, or provider contact center experience.
  • Experience modeling the workforce impact of AI, virtual agents, or self-service containment initiatives.
  • Familiarity with SQL, Power BI, or comparable data and visualization tooling.

What Success Looks Like

Within the first 90 days, you will have taken ownership of at least one client forecasting and capacity planning workstream, established credibility with that client's operations and finance stakeholders, and delivered analysis that changed a decision. Within six months, you will be a named contributor on pre-sales pursuits and a go-to resource inside CCP for business case construction.

Selection Process

Candidates who advance past initial screening will be asked to walk through demonstrated examples of work they personally produced. This is a working session, not a presentation exercise. Expect to talk through the structure of a staffing model, forecast, capacity plan, or business case you built: the assumptions you chose and why, how you handled inputs you could not verify, what the analysis recommended, and what was ultimately decided.

Sanitized or anonymized artifacts are entirely acceptable, and we expect candidates to protect confidential client and employer information. If you cannot share an artifact, be prepared to reconstruct the approach and reasoning in detail.

Apply — Senior WFM Analyst

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Screening Questions
How many years of hands-on contact center workforce management experience do you have (building forecasts, staffing models, and capacity plans yourself, not just reviewing plans built by others)? *
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Which enterprise WFM platform(s) have you personally configured and operated in a production environment? *

Select all that apply.

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Do you currently reside in the United States, work core hours in the Eastern or Central time zone, and are you authorized to work in the U.S. without current or future visa sponsorship? *
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Have you personally built financial models tied to WFM, such as loaded labor cost, cost-to-serve, or ROI/business case analysis, and presented them to finance or executive stakeholders? *
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What was your role, and how did you translate operational needs into system workflows?
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Call Center Power is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

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Full-Time

Channel Manager

Remote — U.S. + National Travel7–10 Years RequiredChannel / TSD Partnerships

The Channel Manager builds and cultivates the Technology Advisor relationships and CX-focused TSD team relationships that drive CCP's channel-sourced pipeline. This is a TA-focused, grass-roots role inside the TSD ecosystem — Avant, Telarus, and a planned Intelisys expansion. You will qualify inbound opportunities, close the deals you can carry with presales support, and hand the larger ones to sales leadership.

No agencies, staffing firms, or C2C. We only accept applications from individuals applying directly.
TypeFull-time W2 employment, exempt
LocationRemote, United States only
Experience7–10 years in sales, including at least 3–4 years in channel, partner, or indirect sales
TravelNational travel for TA engagement, TSD SKOs and annual conferences — Avant Special Forces Summit, Telarus Partner Summit, Intelisys Channel Connect, plus regional TA-hosted events
Reports ToSVP of Sales
DepartmentSales / Channel Partnerships
Work AuthorizationMust be authorized to work in the United States without current or future sponsorship
CompensationCompetitive base plus performance-based incentive compensation, with accelerators for over-attainment

About Call Center Power

Call Center Power is a platform-agnostic professional services firm dedicated to building, managing, and scaling world-class contact centers. We deliver across four core motions: BPO outsourcing and brokerage (225+ vetted BPO partners, 500K+ agent capacity), operational consulting and assessments, technology enablement across the leading CCaaS platforms, and managed services. We serve enterprise and federal clients across healthcare, financial services and insurance, retail and e-commerce, government, education, technology, and the BPO industry itself.

Our channel motion runs through the TSD ecosystem, primarily Avant and Telarus with planned Intelisys expansion, where our success depends on deep, cultivated relationships with the Technology Advisors operating inside those TSDs.

Purpose of the Role

Success is measured by the depth of TA and TSD team relationships, the quality of the pipeline routed to CCP, the number of TAs who become productive repeat producers, and the deals you close. Larger, more complex, or executive-level deals are handed off to sales leadership.

This role has real growth trajectory. Over 12–18 months, as you prove out, scope can grow to include broader partner categories (VARs, MSPs, DMRs, CX consultants), larger deal closes, MDF budget strategy, and joint business planning with top TSDs. The starting focus is TA cultivation and smaller-deal closing, done well.

Technology Advisor and TSD Team Relationship Building

Build and maintain deep relationships with two connected audiences across Avant, Telarus and Intelisys. First, the Technology Advisors themselves. Second, the TSD team members who support TAs on contact center opportunities and influence which suppliers get considered: CX Solution Architects, Sales Engineers, Directors of Engineering, Regional Sales Managers, and contact center practice leads.

Both audiences matter. A single CX Solution Architect or Regional Sales Manager influences opportunities across dozens of TAs, so cultivating them is a force multiplier alongside individual TA relationships. CCP already has strong relationships across the CX-focused TSD teams at Avant and Telarus — you receive warm introductions within the first 30 days, then own the ongoing cultivation. Intelisys is greenfield and gets built from scratch.

TA Education and Enablement

Cultivate TAs so they understand CCP's business deeply enough to recognize the right opportunities. Run TA-focused enablement: training sessions, discovery guide walkthroughs, joint field engagement, and TA-facing content including a channel newsletter. Maintain the core enablement assets — partner pitch, battlecard, discovery guide, value proposition materials — and refresh them as the market moves. The goal is not to convert every TA. The goal is that the right TAs know CCP well and are motivated to route qualified deals our way.

Qualification, Deal Ownership, and Handoff

Run first-touch qualification on inbound leads from TA relationships, assess fit against CCP's ideal customer profile, and decide the path: close it yourself with presales support across Amazon Connect, Genesys, Zendesk, Pega, Zoom, Five9 and the broader CCaaS portfolio, or hand off to sales leadership.

The handoff threshold is contextual rather than a dollar amount. Deals needing executive-level relationship depth, complex multi-tower scoping, competitive displacement, or heavy procurement negotiation go to sales leadership. When handing off, provide clear context: TA source, customer profile, opportunity scope, known decision-makers, and competitive dynamics.

Deal Registration and Pipeline Hygiene

Manage deal registration workflows across the TSDs. Maintain CRM discipline in HubSpot on all TA-sourced opportunities, produce weekly pipeline updates, and track conversion from TA introduction through qualified handoff. Systematically re-engage aging channel pipeline, retiring stale deals cleanly and surfacing revivable opportunities.

Dual-Role TSD Portal Navigation and SPIFFs

CCP operates in a dual role across the TSD ecosystem. Sometimes CCP is the supplier, where TAs route deals to us and the TSD is compensated on the underlying technology. Sometimes CCP is the Trusted Advisor, where we source the customer directly, route the underlying technology through the TSD to earn MRR, and separately implement as a supplier. Both flow through the same TSD portals.

You own fluency in both sides at Avant, Telarus and Intelisys: the supplier side (deal registration, commission tracking, MDF, marketing programs) and the TA side (sourcing technology for CCP-originated customers, tracking MRR on sourced deals, commission percentages by product category, and registering CCP as the TA on a deal). You also stay current on active SPIFFs across all three TSDs, brief sales leadership monthly on the highest-value ones, and make sure CCP-sourced deals capture available incentives.

MDF Execution

Execute against the defined MDF strategy: TA-focused SPIFs, TA-directed campaigns, and TA-facing event participation within the defined envelope. Track ROI on MDF spend and report results for future allocation. Ownership of MDF strategy can transition further into this role over 12–18 months on the back of demonstrated execution and ROI reporting.

Required Qualifications

  • 7–10 years of sales experience, with at least 3–4 years in channel sales, partner management, or indirect sales
  • Demonstrated success building and cultivating relationships with Technology Advisors and CX-focused TSD teams within the TSD ecosystem (Avant, Telarus, Intelisys, or comparable), turning both audiences into productive routes for supplier-sourced pipeline
  • Willingness to invest in a high-volume, high-quality meeting cadence with both TAs and TSD team members
  • Strong qualification instincts — able to vet inbound opportunities against fit criteria and hand off cleanly, not just push everything into pipeline
  • Deep, working fluency with TSD portals on both the supplier side and the TA side, including deal registration, commission tracking, MRR reporting on sourced deals, and SPIFF navigation
  • Experience contributing to MDF budget execution with measurable ROI
  • Solid working knowledge of cloud communications, SaaS, cybersecurity, or managed IT services
  • Comfortable with pipeline forecasting, CRM discipline (HubSpot preferred), and KPI-driven performance management
  • Willingness to travel nationally for TA engagement, TSD SKOs and annual sales conferences
  • Comfortable operating in a growing, evolving small business where scope expands as you demonstrate capability

Preferred Qualifications

  • Contact center, CCaaS, CX, or call center adjacent experience in any combination of implementation, sales, solutions engineering, or partnership work
  • Direct experience with Avant, Telarus, Intelisys, or comparable TSD organizations
  • Background in Contact Center, CCaaS/UCaaS, MSSP, or managed services go-to-market motions
  • Familiarity with joint business planning frameworks, partner tiering, and partner enablement program design
  • Experience building a channel program from an early or immature stage, defining process and infrastructure rather than inheriting it

First 90 Days

Days 1–30 — Learn and Meet. Meet CCP leadership across sales, delivery, consulting, technology and BPO. Review existing TA relationships and channel pipeline in HubSpot. Take warm introductions to existing CX Solution Architect, Sales Engineer and Regional Sales Manager relationships at Avant and Telarus. Get fluent in CCP's dual-role setup at each TSD. Identify the top 30–50 target TAs and meet 15–20 of them.

Days 31–60 — Deepen and Engage. Meet another 20–30 TAs. Establish a monthly cadence with the top 10–15. Launch TA enablement and run account mapping with the highest-potential TAs. Begin generating first qualified opportunities.

Days 61–90 — Produce and Scale. Reach 60–80 total TA meetings. Attend at least one TSD event if the calendar allows. Establish 3–5 producing TA relationships. Close first independent deals with presales support. Build $500K–$750K in qualified channel-sourced pipeline and a 12-month operational plan.

North star: this role is measured by TA relationship depth, the quality of the channel pipeline it produces, and the deals it closes — not by TA signups or meeting counts alone.

Apply — Channel Manager

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Screening Questions
Have you worked directly with Avant, Telarus, Intelisys, or a comparable TSD? *
Please select an answer.
How many years have you spent in channel sales, partner management, or indirect sales? *
Please select an answer.
This role requires national travel, including Avant Special Forces Summit, Telarus Partner Summit and Intelisys Channel Connect. Can you travel on that cadence? *
Please select an answer.
Are you based in the United States and authorized to work here without current or future sponsorship? *
Please select an answer.
Are you applying directly as an individual? We do not accept agency, staffing firm, or corp-to-corp submissions. *
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Which sides of the TSD portals have you worked in? *
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Have you executed against an MDF budget with measurable ROI reporting? *
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What is your background in contact center, CCaaS, or CX? *
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Additional Details
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Application Received!

Your application has been routed to our sales leadership team for review. We will be in touch if your background is a strong match.

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Not the Right Fit — At This Time

Based on your responses, this role requires specific channel and TSD experience we need in place from day one. We are not able to move this application forward. Check back for future openings.

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Contract / Full-Time

Amazon Connect Engineer

Remote Immediate Start Delivery & Managed Services

We will NOT consider submissions from recruiting agencies, staffing firms, or C2C arrangements. Direct applicants only.

Call Center Power is looking for an Amazon Connect Engineer to build, deploy, and support Amazon Connect environments for our enterprise clients. You'll do the hands-on implementation work across delivery and managed services engagements spanning healthcare, government, financial services, and automotive verticals, configuring instances, writing the integrations behind them, and keeping them healthy once they're live.

This is a build role. You'll work inside architectures our solutions architects set, and you own the quality of what you ship: configuration, code, tests, and documentation. You won't be scoping SOWs or defining practice standards. You will be in the console and the codebase every day.

The target is moving, and we hire for that. Amazon Connect and the AWS services underneath it ship new capabilities and retire old ones continuously, and the contact center is mid-transition, from deterministic IVR trees toward agentic systems that reason, act, and escalate. You don't need a five-year thesis on it. You do need real curiosity about where it's heading, a habit of reading release notes, and the instinct to bring what you find into a design review instead of sitting on it.

Role Details

TypeContract or Full-Time (open to both)
LevelMid-level — 2+ years hands-on Amazon Connect
LocationRemote — U.S. preferred; international considered
Reports ToAmazon Connect Practice Lead
Start DateImmediate availability preferred
CompensationCommensurate with experience

The Eight Skill Domains

Our practice is built on eight disciplines. We are not asking you to arrive with all eight.

Contact CenterHow a contact center actually runs: routing behavior, queues and skills, WFM basics, and what the SLA and KPI numbers mean to the client.
Amazon ConnectHands-on across flows, Cases, Tasks, Customer Profiles, Voice ID, Contact Lens, and Q in Connect.
AI / ML / GenAI / Agentic AIBuilding with Bedrock and Lex, including prompts, tool use, retrieval, and guardrails, and knowing when a deterministic flow is the better build.
UI / UXAgent workspace and self-service implementation, with enough design sense to catch a build that will frustrate an agent.
TransformationWhat migration and cutover work actually demands: parallel runs, fallback plans, and users who liked the old system.
Control Tower / Landing ZoneWorking comfortably in a multi-account environment: guardrails, SCPs, cross-account roles, and why your deploy just got denied.
DevOps / SDLC / IaCCDK, CloudFormation, or Terraform; source control, CI/CD, environment promotion, and testing your own work.
Architecture, Security, Operations & FinanceBuilding to Well-Architected standards: least privilege, encryption, logging, alarms, and awareness of what your build costs to run.

What we want is real depth in Amazon Connect, working ability in two or three of the others, and genuine interest in the rest. Tell us where you're strong and where you're starting. We would rather hire someone honest about the gaps than someone who claims all eight.

What You'll Build

  • Configure and build Amazon Connect instances: contact flows, queues, routing profiles, hours of operation, quick connects, and agent workspace setup.
  • Write and maintain the Lambda functions behind the flows (Node.js or Python): CRM lookups, dynamic prompts, data hydration, and third-party API calls.
  • Build self-service across voice and chat with Amazon Lex and generative capabilities, wired into Connect for intent-driven routing.
  • Implement agentic and generative AI features under architectural direction: Amazon Q in Connect, Bedrock, agent assist, and automated summarization.
  • Deploy through infrastructure-as-code (CDK, CloudFormation, or Terraform) rather than clicking through the console a second time.
  • Execute migration work off legacy platforms (Avaya, Cisco, Genesys, NICE inContact): flow rebuilds, test scripts, porting coordination, and cutover support.
  • Integrate Connect with CRM and ticketing platforms: Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.
  • Build the reporting layer: Contact Lens configuration, CloudWatch dashboards and alarms, Kinesis streams, and QuickSight datasets.
  • Support live environments in managed services: triage, root cause, fix, and write up what happened.
  • Document what you build: configuration records, runbooks, and diagrams accurate enough for someone else to operate.

How You'll Work

  • Build to the pattern. Use the practice's reference architectures and IaC templates, and flag where they don't fit instead of quietly diverging.
  • Ship review-ready work. Tested, documented, and reproducible. Someone else will read your flow at 2 a.m.
  • Escalate early. A blocker raised on day two is a scheduling problem; the same blocker on day nine is a client problem.
  • Hold your own in working sessions. You'll be on client calls capturing requirements and demoing what you built, not presenting to the C-suite, but explaining your work clearly to the people who depend on it.
  • Stay current. Release notes, deprecation notices, and what changed in the console since last quarter.

Where This Role Goes

Engineers who build depth across the domains above move toward the solutions architect track: owning end-to-end design, running reviews, and setting the patterns others build to. The eight domains are the map for that.

Must-Have Qualifications

Non-negotiable. Please do not apply without direct, hands-on experience in each area.

  • 2+ years of hands-on Amazon Connect implementation: contact flows, routing profiles, queues, and agent configuration.
  • Working proficiency in Node.js or Python, specifically writing Lambda functions that integrate with Connect contact flows.
  • Practical AWS foundations: IAM, S3, DynamoDB, CloudWatch, API Gateway, and Lambda.
  • Experience building Amazon Lex bots and wiring them into contact flows.
  • Comfort with source control and at least one IaC tool: CDK, CloudFormation, or Terraform.
  • Enough contact center context to understand why a routing decision matters to the business, not just how to configure it.
  • Clear written communication. Your documentation is part of the deliverable, not an afterthought.
  • Ability to work directly with client technical staff in requirements and testing sessions.

Preferred Qualifications

  • AWS certification: Cloud Practitioner, Solutions Architect Associate, or Developer, held or in progress.
  • CRM or ticketing integration with Amazon Connect: Salesforce, ServiceNow, Zendesk, or Dynamics.
  • Contact Lens configuration, CloudWatch dashboarding, or QuickSight reporting.
  • Hands-on Bedrock, Q in Connect, or other generative and agentic AI implementation.
  • Multi-account AWS environments: Control Tower, landing zone, or cross-account deployment.
  • Migration experience off Avaya, Cisco, Genesys, or NICE inContact.
  • Healthcare, government, or financial services delivery: HIPAA, FedRAMP, or PCI environments.
  • Managed services or production support background.

Apply — Amazon Connect Engineer

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Do you have 2+ years of hands-on Amazon Connect experience — contact flows, routing, and CTR analysis? *
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Are you proficient in AWS Lambda (Node.js or Python) for contact flow integrations and CRM lookups? *
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Have you directly integrated Amazon Connect with a CRM platform (Salesforce, Zendesk, ServiceNow, or similar)? *
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Are you applying directly — not through a recruiting agency, staffing firm, or C2C? *
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Are you legally authorized to work in the United States? *
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Will you perform 100% of the work for this role from within the United States? *
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Will you now or in the future require sponsorship for employment visa status? *
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Tell Us More
Include the client or industry, roughly when, the approximate size (agents, queues, or call volume), and one specific contact flow you built or modified — what it did and what problem it solved.
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What did it do, what did it call, and what happened when the downstream call failed or timed out?
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CTI adapter, Streams API, Lambda calling a REST endpoint, AppFlow, or something else — and what was the hardest part?
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Call Center Power is an equal opportunity employer.

✅

Application Received!

Your application has been routed to our technical hiring team for review. We'll be in touch if your background is a strong match.

🔒

Not the Right Fit — At This Time

Based on your responses, this role requires specific hands-on experience we need in place from day one. We're not able to move this application forward. Check back for future openings.

⚠️

Submission Error

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Full-Time

Genesys CCaaS Solutions Architect

Remote — U.S. (EST/CT) 8+ Years Required CCaaS / Genesys

Call Center Power is hiring a Genesys CCaaS Solutions Architect to lead technical design and delivery across Genesys Cloud CX engagements. This is a client-facing architecture role, not a back-office design role. You will own the technical solution from discovery through go-live and hypercare, and you will be the person in the room who can say what the platform will and will not do before the build starts, rather than during integrated testing.

No agencies, staffing firms, or C2C. We only accept applications from individuals applying directly.
TypeFull-time W2 employment
LocationRemote, United States only. Must reside in and work core hours in the Eastern or Central time zone.
Experience8+ years in contact center technology, including 4+ years of hands-on Genesys Cloud CX architecture in production environments
TravelRoughly 25% to 40%, concentrated around discovery, design workshops, testing, and go-live
Reports ToGenesys Practice Lead
Work AuthorizationMust be authorized to work in the United States without current or future sponsorship
CompensationCommensurate with experience

About Our Genesys Practice

Call Center Power is a contact center consulting and managed services firm serving enterprise clients across healthcare, insurance, financial services, and other regulated industries. We advise, deploy, and operate the people, process, and technology layers that make modern contact centers perform.

Our Genesys practice is platform-first. We are hired because clients need someone who knows what Genesys Cloud actually does, where the native capability ends, and what it costs to go past it. That expertise travels across industries, and so does this role.

The Scope

The scope is the full platform, not just routing. Genesys Cloud today is a routing engine, a conversational AI stack, a workforce engagement suite, and an analytics platform sold as one thing, and clients increasingly buy all of it at once. We need an architect who can design a bot flow, configure a WFM planning group, tune a speech analytics topic, and then explain to a CFO why the licensing model produced the invoice it did.

What We Index On

Depth in the Genesys Cloud platform, particularly Conversational AI, WEM, and analytics. Vertical experience is useful context and it is not the filter. We would rather hire an architect who has built difficult things in Genesys across three industries than one who knows a single industry and has watched Genesys get implemented around them.

We do not ask for work samples with your application. Later in the process we will ask you to walk through architecture you personally designed and built, and sanitized material is entirely acceptable.

Solution Architecture & Technical Delivery

  • Own end-to-end solution design across Genesys Cloud CX engagements: routing, Architect flows, IVR, digital channels, outbound, WEM, and integrations from discovery through hypercare.
  • Translate current-state assessment into architecture documentation, integration specifications, and level-of-effort estimates that hold up during delivery.
  • Lead configure-versus-build decisions for every integration pattern, and document the reasoning so clients can maintain and extend the solution independently.
  • Design integrations to Salesforce, ServiceNow, Microsoft Dynamics, Epic, and other systems of record using Data Actions, public APIs, and the Embeddable Framework.
  • Lead platform migrations from Genesys Engage, PureConnect, Avaya, Cisco, NICE CXone, and Five9, covering routing rationalization, parallel-run design, cutover, and fallback planning.
  • Serve as technical escalation point through build, testing, and go-live.

Agentic AI & Conversational Automation

  • Architect and deploy production-grade agentic AI solutions using Genesys AVA: tool use, retrieval-augmented generation, guardrails, and context-aware escalation. Know when a deterministic Architect flow is the better build.
  • Design prompts, tool definitions, retrieval pipelines, and fallback paths for voice and digital virtual agents, and build the testing and monitoring infrastructure to catch degradation before clients do.
  • Own the knowledge architecture, Knowledge Fabric structure, grounding strategy, and refresh cadence, and be accountable for containment targets, not just the build.
  • Deploy Agent Copilot and generative features (real-time assistance, knowledge surfacing, auto-summarization) tied to measurable outcomes: handle time, after-call work, and first-contact resolution.
  • Govern AI experiences in Genesys AI Studio and Guides, including versioning, lifecycle management, and rollback procedures.
  • Quantify the ROI case before the build starts: containment economics, deflection savings, handle-time reduction, and AI Experience token cost. Update the model with actual post-launch numbers.
  • Evaluate third-party AI (Google CCAI, Kore.ai, Cognigy, Parloa, external LLMs) and MCP / agent-to-agent patterns, and be specific about when native Genesys capability is sufficient.

Workforce Engagement Management

  • Architect and deploy Genesys Cloud WEM: workforce management, quality management, performance management, gamification, development and feedback, and web surveys.
  • Configure WFM at the level that determines production stability: planning groups, service goal templates, work plans, activity codes, shrinkage handling, and intraday management.
  • Lead WFM migrations from Verint, NICE IEX, Aspect, Calabrio, and legacy Genesys WFM, including historical data conversion and forecast rebaselining.
  • Configure call and screen recording with retention, encryption, regional storage, and sensitive data handling aligned to HIPAA, PCI, HITRUST, or FedRAMP requirements.

Quality Management, Speech & Text Analytics

  • Deploy Quality Management end to end: evaluation form design, calibration, evaluator workflow, dispute handling, and supervisor reporting.
  • Design and tune Speech and Text Analytics (topic taxonomy, sentiment analysis, empathy scoring, sensitive data masking) built around the business questions the client is trying to answer.
  • Design AI-assisted quality workflows that extend coverage beyond sampled evaluations and connect findings to coaching actions.
  • Architect reporting across interaction, WEM, and operational data to give supervisors and executives a single, defensible performance view.

Infrastructure, DevOps & Platform Governance

  • Design Genesys Cloud solutions within governed multi-account cloud environments: cross-account IAM roles, service control policies, and guardrails that control what teams can deploy without approval.
  • Implement infrastructure as code using CX as Code, the Genesys Cloud Terraform provider, Archy, and CloudFormation or CDK for AWS-side resources.
  • Establish CI/CD pipelines for environment promotion, development to staging to production, with test gates that catch broken configuration before it reaches production.
  • Design to Well-Architected standards: least-privilege IAM, encryption, centralized logging, meaningful alerting, and cost monitoring on deployed resources.

Agent & Self-Service Experience Design

  • Design agent workspace and self-service interfaces with enough UX judgment to identify layouts, scripting flows, and wrap-up designs that will create friction before they ship.
  • Review digital self-service implementations (web messaging, chatbot, SMS) for experience quality, not only technical correctness.

Client Advisory, Pre-Sales & Practice Development

  • Support pre-sales pursuits: scoping, level-of-effort estimates, architecture narratives, and client-facing technical presentations.
  • Create and maintain Genesys Cloud solution roadmaps for managed services customers.
  • Connect design decisions to measurable business outcomes (SLA improvement, containment lift, agent utilization, after-call work reduction) as part of every major engagement.
  • Contribute reusable assets to the practice: reference architectures, configuration standards, design patterns, and delivery accelerators.
  • Mentor consultants and client administrators, and document configuration and architecture to the standard that lets client teams run the platform independently.

Must-Have Qualifications

Non-negotiable. Please do not apply without direct, hands-on experience in each area.

  • 8+ years of contact center technology delivery, including 4+ years architecting and deploying Genesys Cloud CX in live production environments.
  • Deep working knowledge of contact center operations: routing behavior, queue and skills configuration, IVR design, SLA/KPI frameworks, WFM forecasting basics, and the vocabulary clients use when describing production problems.
  • Demonstrated production deployment of Genesys Cloud Conversational AI: Architect bot flows, Virtual Agents, agentic virtual agents (Genesys AVA), voicebots, and digital self-service, with the ability to discuss actual containment outcomes and what changed post-launch.
  • Hands-on agentic AI experience: prompt design, tool definitions, retrieval-augmented generation, guardrail configuration, fallback design, and post-launch performance monitoring.
  • Direct experience in Genesys AI Studio and Guides: building, versioning, permissioning, and lifecycle management of AI-driven experiences.
  • Experience deploying Agent Copilot and generative capabilities (real-time assistance, knowledge surfacing, auto-summarization) framed around measurable handle time and after-call work outcomes.
  • Ability to model automation ROI before the build starts (containment value, deflection savings, handle time impact, AI Experience token cost), plus working knowledge of Genesys Cloud licensing across CX editions, WEM add-ons, and the Speech and Text Analytics add-on.
  • Hands-on depth in Genesys Cloud Architect, queues and routing, Data Actions, the public API, and platform administration.
  • Direct WEM deployment experience: workforce management (planning groups, work plans, forecasting), quality management, and at least one of performance management, gamification, or speech and text analytics.
  • Speech and Text Analytics experience: topic and taxonomy design, sentiment analysis, and post-deployment tuning against production data.
  • Led at least one full Genesys Cloud platform migration from Genesys Engage, PureConnect, Avaya, Cisco, or comparable solutions, through routing rationalization, parallel run, cutover, and fallback.
  • Working knowledge of multi-account cloud governance: service control policies, cross-account IAM roles, and guardrails that restrict deployment permissions.
  • Infrastructure as code experience with Terraform (Genesys Cloud provider or CX as Code), CloudFormation, or CDK, and familiarity with Archy for Architect flow promotion.
  • Working knowledge of CI/CD and environment promotion: source control, build pipelines, and test gates before production deployment.
  • Ability to design to cloud security fundamentals: least-privilege IAM, encryption, centralized logging, alerting, and cost awareness on deployed resources.
  • UX judgment sufficient to identify agent workspace layouts, bot conversation flows, or wrap-up designs that will create friction in daily use.
  • Active Genesys Cloud certification (GCP-GCX or GCP-GC-ADM) plus at least one specialist certification (GCX-GCD, GCX-ARC, GCX-WFM, or equivalent), and willingness to add Conversational AI and analytics certifications within six months.
  • Demonstrated ability to lead a technical workstream in a consulting or managed services context: documentation, client communication, scope discipline, and willingness to hold an unpopular position when it is the right one.
  • Must reside in the U.S., work core hours in EST/CT, and hold permanent U.S. work authorization.

Where We Are Flexible

Genesys Cloud platform depth is the requirement we will not bend on. Industry background is not a requirement at all. If your Genesys work has been in retail, utilities, financial services, telecom, or the public sector, that is fine, and in some cases it is an advantage.

Certification is a firm requirement rather than a preference, because our partner standing and client credibility depend on it. If you have the platform depth and let a certification lapse, tell us and we will discuss timing to recertify.

Very few architects carry equal depth across routing, Conversational AI, WEM, and analytics. If you are deep in AI and lighter in WEM, or the reverse, say so directly and tell us which side you want to build. We would rather hire a strong architect with an honest gap than someone who claims all four and can only defend two.

Preferred Qualifications

  • Genesys Cloud certifications: GCP, Architect, Agentic AI, WEM.
  • Experience with Genesys Cloud integrated with Epic, including the Embeddable Framework, screen pop, context passing, and interaction logging written back to the EHR. Genesys Health CX experience is a plus and is not required.
  • Exposure to Epic Cheers call center workflows, or to other clinical and patient access systems that touch the contact center.
  • Experience migrating a legacy custom-built integration onto a productized connector.
  • CRM and system-of-record integration experience with Salesforce, ServiceNow, Microsoft Dynamics, or Zendesk.
  • Familiarity with adjacent voice and conversational AI vendors that operate alongside Genesys (Google CCAI, Amazon Lex, Kore.ai, Cognigy, Parloa) and honest judgment about when native Genesys capability is sufficient.
  • Experience with configuration as code and deployment automation for Genesys Cloud, including CX as Code, Terraform, or Archy.
  • Unified communications integration experience with Microsoft Teams or Zoom alongside the contact center.
  • Delivery experience in regulated environments: PHI or PCI handling, recording redaction, HIPAA or HITRUST posture, and FedRAMP region considerations.
  • Migration experience off Avaya, Cisco, Genesys, or NICE inContact.
  • Managed services or production support background.

What Success Looks Like

Within the first 90 days, you will have taken ownership of the architecture on at least one active Genesys engagement, established credibility with that client's technical and operational stakeholders, and delivered a design that survived implementation without material rework. Within six months, you will be a named contributor on pre-sales pursuits and the go-to resource inside CCP for Conversational AI and WEM design decisions.

Benefits

Medical, dental, and vision insurance, paid time off and holidays, and a retirement plan. CCP also funds Genesys Beyond certification and recertification for this role, including exam fees and study time.

Selection Process

Candidates who advance past initial screening will be asked to walk through architecture they personally designed and delivered. This is a working session, not a presentation exercise. Expect to talk through a Genesys Cloud solution you built: the requirements you were given, the design decisions you made, what you chose not to use and why, where the platform did not do what the client assumed, and how that was resolved. Expect the same conversation about a Conversational AI deployment specifically, including how the bot performed after launch rather than only how it was built.

Sanitized or anonymized artifacts are entirely acceptable, and we expect candidates to protect confidential client and employer information. If you cannot share an artifact, be prepared to reconstruct the design and reasoning in detail. We are validating competency, not collecting prior employer materials.

How to Apply

Apply through the form on this page. Along with your resume, include a brief summary of the Genesys Cloud capabilities you have deployed hands-on and the depth of your experience with each, specifically calling out Conversational AI, WEM, and Speech and Text Analytics. List your active Genesys certifications with the year each was earned or last renewed.

Apply — Genesys CCaaS Solutions Architect

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Contract / Full-Time

Zendesk Solutions Architect

Remote Immediate Start CX / Zendesk

Call Center Power is seeking an experienced Zendesk Solutions Architect to lead technical design, implementation, and optimization of Zendesk environments for enterprise clients. You will serve as the technical authority on CCP's Zendesk practice, working across pre-sales, delivery, and managed services engagements spanning healthcare, e-commerce, SaaS, financial services, and technology verticals.

No agencies, staffing firms, or C2C. We only accept applications from individuals applying directly.
TypeContract / Full-Time
LocationRemote (U.S.-based preferred)
StartImmediate
CompensationCommensurate with experience

Key Responsibilities

  • Architect end-to-end Zendesk solutions across Support, Chat, Messaging, Talk, and Guide for omnichannel customer service operations
  • Design and implement Zendesk AI agents (formerly Answer Bot) and advanced automation flows for ticket deflection and self-service
  • Build and configure complex trigger, automation, macro, and SLA policy frameworks aligned to client operational requirements
  • Design custom Zendesk apps and integrations using the Zendesk Apps Framework (ZAF) and REST APIs
  • Integrate Zendesk with CRM, e-commerce, and back-office platforms including Salesforce, HubSpot, Shopify, and Jira
  • Implement Zendesk Explore for custom reporting, dashboards, and analytics aligned to contact center KPIs
  • Lead migrations from legacy platforms (Freshdesk, Intercom, ServiceNow, Salesforce Service Cloud) including data migration, workflow mapping, and cutover planning
  • Support pre-sales engagements: assess client environments, develop solution architectures, scope SOWs, and present to executive audiences
  • Provide technical oversight and QA across delivery builds; document configurations, runbooks, and architecture diagrams

Must-Have Qualifications

  • 3+ years of hands-on Zendesk implementation experience across Support, Messaging, Talk, and Guide
  • Proficient with Zendesk Admin Center configuration including triggers, automations, macros, SLA policies, and routing
  • Experience building custom Zendesk integrations using the REST API and/or Zendesk Apps Framework (ZAF)
  • Solid understanding of Zendesk product ecosystem: Suite, Sell, Explore, Workforce Management, and Quality Assurance
  • Demonstrated integration of Zendesk with CRM or e-commerce platforms using native connectors, APIs, or middleware
  • Ability to engage directly with client stakeholders, translate business requirements into architecture, and communicate trade-offs clearly
  • Contact center and CX domain knowledge: ticket routing, SLA management, CSAT/CES/NPS measurement, omnichannel service design

Preferred Qualifications

  • Zendesk certifications: Zendesk Support Administrator, Zendesk Suite Growth Certified, or Zendesk Developer Certified
  • Experience with Zendesk AI features including AI agents, intelligent triage, and suggested macros
  • Zendesk Explore advanced reporting including custom metrics, calculated attributes, and multi-dataset dashboards
  • Experience with Zendesk Workforce Management (Tymeshift) and Quality Assurance (Klaus) modules
  • Healthcare, e-commerce, or financial services background with HIPAA, PCI, or SOC 2 compliance considerations
  • Zendesk Sunshine platform experience including custom objects, events, and profiles
  • Pre-sales or consulting background including SOW development, client discovery workshops, and RFP/RFI responses

Apply — Zendesk Solutions Architect

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Contract / Full-Time

Zoom Contact Center Solutions Architect

Remote Immediate Start CCaaS / Zoom

Call Center Power is seeking an experienced Zoom Contact Center Solutions Architect to lead technical design, implementation, and optimization of Zoom Contact Center environments for enterprise clients. You will serve as the technical authority on CCP's Zoom practice, working across pre-sales, delivery, and managed services engagements spanning healthcare, financial services, education, and technology verticals.

No agencies, staffing firms, or C2C. We only accept applications from individuals applying directly.
TypeContract / Full-Time
LocationRemote (U.S.-based preferred)
StartImmediate
CompensationCommensurate with experience

Key Responsibilities

  • Architect end-to-end Zoom Contact Center solutions including flow design, routing profiles, queues, skills-based routing, and agent desktop configuration
  • Design and implement Zoom Virtual Agent (ZVA) chatbots and voice bots for automated self-service across digital and voice channels
  • Build and configure Zoom Contact Center flows using the visual flow builder with complex branching, API calls, and conditional routing
  • Integrate Zoom Contact Center with Zoom Phone, Zoom Meetings, and Zoom Team Chat for unified communications
  • Integrate Zoom Contact Center with CRM and ticketing platforms including Salesforce, ServiceNow, Zendesk, HubSpot, and Microsoft Dynamics
  • Implement Zoom Quality Management and Workforce Management for coaching, evaluation, scheduling, and adherence monitoring
  • Support pre-sales engagements: assess client environments, develop solution architectures, scope SOWs, and present to executive audiences
  • Provide technical oversight and QA across delivery builds; document configurations, runbooks, and architecture diagrams
  • Lead migrations from legacy platforms (Avaya, Cisco, NICE inContact, RingCentral) including cutover planning, number porting, and rollback procedures

Must-Have Qualifications

  • 2+ years of hands-on Zoom Contact Center implementation experience including flow design, routing, queues, and agent configuration
  • Proficient with Zoom Contact Center flow builder including API connectors, conditional logic, and variable management
  • Experience designing and deploying Zoom Virtual Agent (ZVA) chatbots or voice bots
  • Solid understanding of Zoom platform ecosystem: Zoom Phone, Zoom Meetings, Zoom Team Chat, and how they integrate with Contact Center
  • Demonstrated CRM integration with Zoom Contact Center using native connectors or APIs
  • Ability to engage directly with client stakeholders, translate business requirements into architecture, and communicate trade-offs clearly
  • Contact center domain knowledge: ACD/IVR design, WFM concepts, SLA/KPI frameworks, omnichannel routing

Preferred Qualifications

  • Zoom certifications: Zoom Contact Center Specialist, Zoom Phone Specialist, or Zoom Certified Integrator
  • Experience with Zoom Quality Management and Workforce Management modules
  • Zoom Contact Center API and webhook experience for custom integrations and event-driven workflows
  • Experience with Zoom Revenue Accelerator or conversation intelligence tools
  • Healthcare, education, or financial services background with HIPAA or compliance considerations
  • Prior experience deploying Zoom Contact Center alongside Zoom Phone in a unified UCaaS + CCaaS environment
  • Pre-sales or consulting background including SOW development, client discovery workshops, and RFP/RFI responses

Apply — Zoom Contact Center Solutions Architect

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Additional Questions
Do you have 2+ years of hands-on Zoom Contact Center implementation experience including flow design, routing, and configuration? *
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Are you proficient with the Zoom Contact Center flow builder and API connectors? *
Please answer.
Have you designed or deployed Zoom Virtual Agent (ZVA) chatbots or voice bots? *
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Are you applying directly, not through a recruiting agency, staffing firm, or C2C? *
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Additional Details
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Call Center Power is an equal opportunity employer.

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Based on your responses, this role requires specific hands-on experience we need in place from day one. We're not able to move this application forward. Check back for future openings.

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