Omnichannel & Customer Experience Architect

Job Summary: 

We are looking for an experienced Omnichannel & Customer Experience (CX) Architect to design and implement seamless, customer-centric engagement ecosystems across digital and voice channels. This role will define the end-to-end customer journey, architect omnichannel platforms, and ensure consistent, high-quality experiences across all touchpoints.

Key Responsibilities:

• Experience designing end-to-end omnichannel journeys, integrating CRM with contact center platforms, and delivering seamless digital customer experiences across voice, chat, social, and mobile.
• Define customer journey maps and translate them into scalable technical solutions
• Design unified customer data architecture and CRM integrations.
• Ensure seamless channel switching and consistent customer context across platforms.
• Collaborate with IT, Digital, Marketing, and Operations teams to align CX strategy with business goals.

Required Qualifications:

• Bachelor’s degree in IT, Computer Science, Business, or related field.
• 8–12 years of experience in CX, digital transformation, or contact center architecture.
• Strong understanding of omnichannel platforms and customer engagement technologies.
• Experience in API integrations, cloud architecture (AWS/Azure), and CRM systems.