Contact Center Architect – CallMiner

Overview

We are seeking a Senior Contact Center Architect with deep expertise in CallMiner to design, implement, and optimize enterprise-scale voice and interaction analytics solutions. This role will lead architecture and strategy for speech analytics across contact center platforms, working closely with business, compliance, and technology teams to drive insights, quality, and operational excellence.

Key Responsibilities

• Lead the architecture, design, and implementation of CallMiner solutions across enterprise contact center environments.
• Define end-to-end interaction analytics strategy including voice, chat, email, and omnichannel data sources.
• Integrate CallMiner with contact center platforms (e.g., Genesys, NICE, Amazon Connect, Cisco, Five9).
• Design scalable ingestion pipelines, data models, and analytics workflows for large-volume contact center data.
• Partner with business, QA, compliance, and operations teams to define use cases, categories, dashboards, and KPIs.
• Establish best practices for CallMiner configuration, tuning, taxonomy design, and model optimization.
• Lead CallMiner upgrades, migrations, and performance optimization initiatives.
• Ensure compliance with regulatory, privacy, and data governance standards.
• Provide technical leadership, mentorship, and architectural guidance to delivery teams.
• Act as a trusted advisor to stakeholders and represent the solution in client-facing discussions.

Required Qualifications

• 8+ years of experience in Contact Center technologies, with at least 3+ years specializing in CallMiner.
• Deep hands-on expertise with CallMiner Eureka, including configuration, categories, analytics, and reporting.
• Strong understanding of speech analytics, NLP concepts, and quality management.
• Experience integrating CallMiner with leading contact center platforms and CRM systems.
• Proven experience designing enterprise-scale architectures for interaction analytics.
• Strong communication and stakeholder management skills with consulting and leadership experience.
• Experience working in Agile or hybrid delivery models.

Preferred / Nice to Have

• Experience in regulated industries such as Healthcare, Financial Services, or Life Sciences.
• Familiarity with cloud platforms (AWS, Azure, or GCP).
• Experience with data analytics, BI tools, or data engineering concepts.
• CallMiner certifications or formal CallMiner implementation experience.
• Exposure to workforce optimization (WFO), QA, or compliance use cases.