Contact Center Solutions Architect

About the role

The will own the end-to-end technical strategy for our mission-critical contact center infrastructure, ensuring that every interaction between our crisis counselors and LGBTQ+ youth is reliable, secure, and efficient. This role requires a hands-on technologist who will translate complex business requirements into elegant technical designs that leverage our cloud platforms. You will act as the primary technical authority for Genesys Cloud and Salesforce Service Cloud, owning the architecture decisions that impact scalability and performance. The position demands a proactive mindset, where you identify gaps, propose robust solutions, and shepherd them from conception to production. You will partner closely with operations, clinical, and product teams to ensure technology enables exceptional service delivery. This is a leadership role that will define best practices and standards for the entire contact center ecosystem. You will be responsible for balancing innovation with stability, ensuring our technology supports Trevor's rapid growth without compromising safety or accessibility.

Key facts

What you'll do

Architect and design highly available, scalable, and secure contact center solutions on Genesys Cloud, Salesforce, Google Cloud Platform (GCP), and Amazon Web Services (AWS) to support 24/7 crisis operations.

Lead the development of technical roadmaps and long-term strategic plans for the contact center technology stack, aligning with The Trevor Project's mission and operational objectives.

Collaborate with cross-functional stakeholders, including clinical leadership, operations, and software development teams, to gather requirements and translate them into technical specifications.

Own the configuration, customization, and integration of Genesys Cloud and Salesforce Service Cloud, ensuring seamless data flow and optimal counselor workflows.

Evaluate, select, and manage third-party vendors and technologies that enhance our contact center capabilities, ensuring they meet security, compliance, and performance standards.

Implement robust monitoring, logging, and reporting solutions to track system health, service levels, and user experience, driving continuous improvement.

Mentor junior engineers and contact center specialists on technical best practices, cloud architecture patterns, and problem-solving strategies.

Conduct thorough testing and quality assurance of new solutions, coordinating with engineering teams to resolve issues before production deployment.

Analyze system performance data to identify bottlenecks and cost optimization opportunities, ensuring efficient use of cloud resources.

Champion security and compliance initiatives, ensuring all contact center technologies adhere to industry standards and regulatory requirements.

Facilitate knowledge transfer and documentation for all technical solutions, ensuring continuity and clarity for the support and operations teams.

Partner with the research and advocacy departments to ensure technology supports data collection and analysis efforts for program evaluation.

Drive innovation by exploring emerging technologies and assessing their applicability to improving crisis intervention services.

Serve as a key technical consultant for executive leadership, providing insights on technology investments and their impact on mission delivery.

Lead disaster recovery and business continuity planning for contact center systems to ensure resilience during critical events.

Requirements

Must be authorized to work for any employer in the United States.

Must reside in a state where The Trevor Project is authorized to conduct business.

Must be able to work remotely in the continental United States, Alaska, or Hawaii.

Must possess a bachelor's degree in a relevant technical field or equivalent practical experience.

Must have extensive experience with Genesys Cloud platform architecture and implementation.

Must have deep expertise in Salesforce Service Cloud configuration and integration.

Must be proficient in Google Cloud Platform (GCP) and Amazon Web Services (AWS) services relevant to contact center operations.

Must demonstrate strong leadership and collaboration skills to work effectively with cross-functional teams.

Must have a proven track record of managing complex technical projects in a fast-paced environment.

Nice to have

Preferred experience with contact center analytics and workforce optimization tools.

Knowledge of HIPAA compliance and healthcare-related data security standards.

Experience with Agile development methodologies and DevOps practices.

Familiarity with clinical workflows and crisis intervention best practices.

Practical notes

This is a full-time, remote position based in the United States, including Alaska and Hawaii.

The Trevor Project is an equal opportunity employer and values diversity in its workforce.

Applicants and staff must be authorized to work for any employer in the United States. The Trevor Project will not sponsor an employment visa for this position.

Candidates must be able to start within 4 weeks of receiving an offer.

Relocation assistance is not available for this role.

Standard working hours are between 8:00 AM and 6:00 PM local time, with flexibility for global collaboration.

This role requires occasional travel to regional offices for training and team-building events, not to exceed 10 days per year.

All technical documentation must be maintained in English.

The successful candidate will be required to pass a background check and adhere to The Trevor Project's strict confidentiality policies.