Novotec Engineering AG
Bern
Contact Centre / CCaaS Architect
- 22 August 2026
- 100%
- Permanent position
- Bern
Job summary
Join a dynamic team focused on CCaaS solutions and architecture. This role offers exciting opportunities and a hybrid work environment.
Tasks
- Support evaluation and procurement of the future CCaaS platform.
- Enhance product and target architecture with architecture teams.
- Clarify technical requirements and support the needs catalog.
Skills
- Several years of experience with CCaaS solutions required.
- Strong knowledge of routing, queues, and omnichannel concepts.
- Experience in product architecture and cloud integration architectures.
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About the job
Tasks
- Technical support for the evaluation & procurement of the future CCaaS platform as well as assessment of vendor solutions
- Further development of the product and target architecture of the future CCaaS platform together with the architecture teams
- Specification of technical requirements and support with the requirements catalogue
- Clarification of interfaces, integrations and system boundaries to existing platforms and specialist systems
- Active participation in contact centre, vendor and architecture workshops as well as in technical Q&A sessions & proof of concepts
- Evaluation of technical solution variants and development of decision bases for evaluation and future platform development
Requirements
Must have:
- Several years of experience with CCaaS solutions and a solid understanding of modern CCaaS architectures
- Good knowledge of routing, queues, skills, IVR, omnichannel and agent workspace concepts
- Experience in product or platform architecture as well as with cloud, SaaS and integration architectures
- Ability to technically specify business requirements and evaluate solution variants or vendor architectures
- Experience in collaboration with business, architecture and engineering as well as in technical workshops
- Very good German skills and good English skills
Nice to have:
- Experience with established CCaaS platforms such as Genesys, NICE, Content Guru, Luware, Cisco or comparable solutions
- Experience with technical evaluations, tenders, RFP/RFI or product launches
- Knowledge in voice, SIP, SBC, Teams Phone or enterprise telephony
- Knowledge of ServiceNow, SAP or comparable enterprise platforms
- Experience with AI functions such as agent assist, conversational AI, transcription or knowledge assist
- Knowledge in security, IAM, data protection and compliance
Duration: asap - 31.12.2027 (with option to extend)
Workplace: hybrid remote (Bern region) 40-60%
If you feel addressed, we look forward to receiving your complete application documents. Only direct applications will be considered. Thank you for your understanding.
