The Trevor Project

Contact Center Solutions Architect

Remote - United States · Full-time

No sponsorship$125k-$160kDetected 89 days ago

JavaScriptPythonGoNoSQLAWSGCPCloud PlatformsLLMsProduct ManagementJiraConfluenceSalesforceResearchLeadershipMentoring

About the role

About Trevor: The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people.
The Trevor Project will not sponsor an employment visa for this position.

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.
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.
Provide administrative support for Atlassian suite of products (Jira, Confluence, QMetry, etc)

Bachelor's degree in Software Engineering, Computer Science, or related field OR equivalent work experience.
Advanced proficiency in Genesys Cloud and extensive experience with Salesforce, GCP, and AWS
Experience in Large Language Models (LLM) and Generative Artificial Intelligence (GenAI) with a focus on evaluating and implementing secure and ethical applications of these technologies.
Functional knowledge of contact center historical and real-time reporting and monitoring tools.
Proficiency in spoken and written English.
We've been saving lives every day for over 25 years.

$125k-$160k Summary: The Contact Center Solutions Architect will play a critical role in shaping and implementing our 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.

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.

This listing is sourced directly from The Trevor Project's careers page and normalized into a canonical job model.