Contact Center Solutions Architect

The Trevor Project

1d • Remote

About The Position

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people, offering 24/7 crisis services, research, advocacy, education, and peer support programs. Staff contribute to the mission of ending suicide among LGBTQ+ young people by embodying values of Heart, Integrity, Community, Belonging, and Progress. The Contact Center Solutions Architect will play a critical role in shaping and implementing the technology strategy. This position requires a deep functional understanding of Genesys Cloud, Salesforce, Google Cloud Platform (GCP), Amazon Web Services (AWS), and related technologies, along with strong leadership skills to collaborate with cross-functional teams. The ideal candidate will be responsible for designing scalable, efficient, and cost-effective solutions that align with our mission and operational needs.

Requirements

• Bachelor  and related technologies, as well as strong leadership skills to collaborate with cross-functional teams. The ideal candidate will be responsible for designing scalable, efficient, and cost-effective solutions that align with our mission and operational needs.

Responsibilities

• Design, implement, and maintain the contact center platform including voice, chat, SMS, and WhatsApp in a Genesys Cloud and Salesforce environment.
• Develop solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions.
• Understand advances and changes in technology landscape and work directly with technology partners to evaluate and implement improvements on existing solutions.
• Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center.
• Collaborate extensively with internal stakeholders (Crisis Intervention, Development, Prevention teams, etc.) to gather requirements, understand user needs, and ensure technology solutions effectively support our mission.
• Assist with development and implementation of technology-related policies.
• Provide tier 3 support to troubleshoot and resolve complex issues in a high availability environment.
• Create detailed documentation for the purpose of support and maintenance of the contact center platform.
• Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology.
• Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc)
• Provide mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team.
• Assist team manager and product owner with managing the product backlog for contact center technologies, creating clear user stories, defining acceptance criteria, and ensuring alignment with strategic objectives.
• Other relevant tasks, duties, or special projects as assigned.

Benefits

• Comprehensive health coverage, including plans that support various gender affirmation care needs
• Mental health resources, with access to virtual care and a variety of in and out of network options for support
• 403(b) retirement plan with a 3% employer match, vesting over three years
• Generous paid time off and company holidays to rest and recharge
• Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
• Remote work flexibility from anywhere in the continental U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees