Contact Center Solutions Architect - The Trevor Project

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers 24/7 crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving lives every day for over 25 years.

Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:

Heart–We care deeply and commit to do what matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States. The Trevor Project will not sponsor an employment visa for this position.

Role: Contact Center Solutions Architect Location: This role will be remote in the continental United States, Alaska, or Hawaii Reports to: Director, Contact Center Technology and Workforce Management Classification: Exempt Full Time Union Role? No Salary Range: $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.

Roles and Responsibilities:

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.

Identify opportunities to integrate non-biased, secure, and ethical LLM/GenAI technologies into the contact center.

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.

Assist with development and implementation of technology-related policies.