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CX Operations Architect

Utah | Hybrid

Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Additionally, employment with BambooHR is contingent on passing both a background and credit check.  

Are you an experienced architect with a passion for building and optimizing contact center operations? Do you thrive in a collaborative environment where you can drive strategic initiatives and deploy cutting-edge technology solutions? If so, we want you to join our team as a CX Operations Architect!

As a CX Operations Architect, you will be responsible for designing, deploying, and managing our contact center infrastructure on a global scale. You’ll work closely with cross-functional teams to assess current systems, develop roadmaps, and implement scalable solutions that improve customer experience and operational efficiency. This is a senior-level role for a builder—someone who can take ownership, drive innovation, and create impactful change.

You Will:

  • Own & Optimize Contact Center Technology Solutions: Lead the deployment, configuration, and administration of contact center platforms such as Five9, Talkdesk, Genesys, NICE inContact, and others.
  • Architect & Implement Global Contact Center Solutions: Design scalable solutions that enhance customer success, ensuring seamless integration with CRM and other business tools.
  • Drive Technology Strategy: Assess current systems, identify gaps, and develop a roadmap to enhance efficiency and align with business goals within the CX org.
  • Collaborate Cross-Functionally: Work with IT, CX leadership, and product teams to align tools and processes with company objectives.
  • Act as a Product Owner: Own contact center solutions, develop best practices, and ensure systems meet business and customer needs.
  • Analyze & Optimize Performance: Use data insights to improve workflows, reporting, and key metrics while driving continuous improvement.
  • Ensure Compliance & Security: Maintain risk management, security, and uptime, ensuring systems comply with regulatory standards.
  • Manage Vendor Relationships: Partner with third-party providers to evaluate, implement, and optimize contact center tools.

What You Need to Get the Job Done

Experience & Education:

  • 4+ years of experience deploying and managing contact center solutions (B2C or B2B).
  • Strong SaaS experience or similar experience with a focus on contact center operations.
  • Deep understanding of CRM systems, including Salesforce (Service Cloud preferred).
  • Experience working in a call center environment with direct exposure to operations and management.
  • Proven track record of building and optimizing customer success infrastructure.

Skills & Technical Proficiency:

  • Strategic Thinker & Problem-Solver: Ability to assess complex business needs and implement scalable technology solutions.
  • Hands-On Architect & Builder: Strong experience configuring, deploying, and maintaining contact center platforms.
  • Data-Driven Decision Making: Ability to analyze performance metrics and use insights to drive process improvements.
  • Stakeholder Management: Skilled at communicating technical concepts to non-technical audiences and managing expectations.
  • Self-Starter Mentality: Can take initiative, assess current needs, and execute without constant direction.

What Will Make Us REALLY Love You

  • Experience Deploying Contact Center Technologies at Scale (Five9, Talkdesk, Genesys, etc.)
  • Salesforce Experience: Service Cloud expertise is a nice plus!
  • Customer Success Knowledge: Background supporting Customer Success teams and optimizing their workflows.
  • Some experience or familiarity with Gainsight or Totango
  • Process Optimization & Change Management: Ability to refine workflows and lead teams through process changes.
  • Experience in High-Growth SaaS Companies: Ability to navigate scaling challenges in a fast-paced environment.

If you’re looking for an opportunity to own, build, and optimize a global contact center operation while working with an amazing team, we’d love to hear from you!

What You'll Love About Us

  • Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor,  & Comparably for our great workplace culture.
  • Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
  • Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
  • Health Benefits. Medical with HSA and FSA options, dental, and vision.
  • Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
  • Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus.
  • Give back.  Get paid to give your time to the community: ask us about this!
  • Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses.
  • Amazing Office Amenities. We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks! Ask us more about our office!

In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!

  • Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.

 

About Us

Our mission is simple: we want to set people free to do meaningful work. People love our software—and it turns out that people love working here too. We've been recognized as a "Best Company to Work For” and we're proud of our team for creating software that makes an impact in the lives of HR pros and employees all over the world.

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