Contact Center Solutions Architect
Quick answer
The Trevor Project is hiring a remote Contact Center Solutions Architect to design and maintain AI-integrated contact center systems in a Genesys Cloud and Salesforce environment.
- Role
- Contact Center Solutions Architect
- Organization
- The Trevor Project
- Location
- Remote (Continental U.S., Alaska, or Hawaii)
- Work setup
- Remote
- Level
- Senior
- Category
- Engineering & Technology
The role
The Trevor Project is seeking a Contact Center Solutions Architect to design, implement, and maintain their multi-channel contact center platform, including voice, chat, SMS, and WhatsApp. The role involves leveraging Genesys Cloud, Salesforce, and advanced AI technologies like LLMs to support critical crisis intervention services. You will collaborate with cross-functional teams, provide tier 3 technical support, and mentor junior staff to ensure high-availability systems. This position offers a mission-driven environment focused on saving lives through innovative technology.
What you'll do
- Design and maintain the contact center platform across voice, chat, and SMS channels.
- Integrate ethical LLM and GenAI technologies into existing support workflows.
- Collaborate with internal teams to gather requirements and ensure mission-aligned technology solutions.
- Provide tier 3 support to troubleshoot and resolve complex technical issues.
- Mentor junior members of the Contact Center Technology team.
What it takes
- Bachelor’s degree in Software Engineering, Computer Science, or equivalent experience.
- Advanced proficiency in Genesys Cloud and extensive experience with Salesforce.
- Proven track record in contact center architecture and solution design.
- Experience evaluating and implementing secure Generative AI/LLM applications.
- Strong understanding of API integration patterns and microservices architecture.
What you'll bring
How we treat you
Comprehensive health coverage (including gender affirmation care), mental health resources, 403(b) retirement plan with 3% match, generous PTO, EAP, home office setup reimbursement, and monthly internet reimbursement.
Frequently asked questions
Is this position remote?
Yes, this position offers remote work flexibility for candidates based in the continental U.S., Alaska, or Hawaii.
What is the compensation for this role?
The compensation for this position is not explicitly specified in the job posting.
What are the core technical requirements for this role?
Candidates must have advanced proficiency in Genesys Cloud, extensive Salesforce experience, and a strong background in solution architecture and AI/LLM integration.
How do I apply for this position?
Interested applicants should apply through The Trevor Project’s official careers website.
How to apply
Apply directly on The Trevor Project's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on The Trevor Project's official posting before applying.