Job Description

Call Center Transformation Architect / SME

Location: Remote-First (with occasional site visits)

Engagement: Consultant

Focus: Customer Experience, Contact Center Technology, Process Architecture

Presented by CornerStone

CornerStone is a trusted advisor to organizations navigating business transformation. When companies need to optimize service operations and elevate the customer experience, they come to us. We engage with enterprise clients that are ready for change—but need the right expertise to guide and execute it.

We are currently seeking a Call Center Subject Matter Expert and Architect to help lead a strategic assessment and redesign of an enterprise contact center environment. This is not a maintenance or operations role. It is a consultative, data-driven opportunity for a professional who knows how call centers should work and can help define and deliver what “great” looks like.

The Opportunity

You will be a critical contributor to a business transformation initiative focused on modernizing call center strategy, technology, and process. The role is positioned at the intersection of customer experience, technology architecture, and workforce optimization. You will:

• Evaluate current-state systems, people, and performance, providing a clear analysis of what’s working, what isn’t, and where to go next.
• Serve as a thought partner to leadership, helping to shape the vision and architecture of a more modern, data-informed, tech-aligned call center model.
• Guide queue design, routing logic, and agent resource strategies, ensuring alignment with customer needs and service benchmarks.
• Partner with developers, analysts, and infrastructure teams to translate operational requirements into scalable technology solutions.
• Analyze call center metrics and uncover performance patterns that inform decision-making and improve service delivery.
• Lead conversations across both technical and business audiences with credibility and clarity.

What We’re Looking For

• Demonstrated experience designing, evaluating, or transforming enterprise call center environments.
• Strong command of Genesys and/or NICE platforms, with the ability to work cross-functionally with developers and IT teams.
• Deep understanding of queue architecture, workforce management, call flow optimization, and customer service metrics.
• Ability to synthesize large volumes of data into actionable insights and communicate findings to stakeholders at all levels.
• Proven success operating as a strategic advisor, consultant, or in-house lead during major call center transformations.
• Experience in highly regulated or financial services environments is a strong plus.

Technology Environment

• Genesys Cloud CX or Engage
• NICE CXone and analytics platforms
• Data visualization tools (Power BI, Tableau)
• Collaboration with infrastructure vendors and onshore/offshore development teams
• Familiarity with systems integration, routing optimization, and workforce planning frameworks

What You Can Expect from CornerStone

We don’t place talent—we place problem solvers. When you work with CornerStone, you engage with a team that understands how to position your experience, advocate for your value, and place you with transformation-minded clients who want impact, not headcount. You’ll be part of a high-trust engagement where your insight is needed, your contributions matter, and your recommendations are heard.

If you're ready to step into a role where your experience will be the blueprint for success, we want to talk.

Would you like an accompanying sourcing brief or customized outreach message to begin targeting talent?

Job Tags

Similar Jobs