Contact Center Architect- 100% Remote
Optomi, in partnership with an enterprise level industry leader, is seeking an experienced Contact Center Architect to join their team. This architect will help consolidate and integrate various CCaaS providers into the environment, leveraging capabilities with each solution for varying lines of business throughout the organization. They will help mature CCaaS and work closely with various stakeholders and other departments across the organization.
Responsibilities:
- Review and recommend CCaaS providers and solutions and how the company is leveraging (6-7 currently in the environment)
- Assess and design what capabilities can be used with each CCaaS solutions- quality analytics, quality reporting, etc.
- Utilizing Artificial Intelligence (AI) to help grow and optimize call centers
- Optimize various business units and their calls centers from a cost perspective (mostly cloud based in this role)
- Will utilize CX1, Genesys, and Amazon Connect the most in this role
- Create documentation and SOP's across the organization for various stakeholders and internal departments
Apply today if your background includes:
- Ability to work a remote, Contract-to-hire opportunity
- Previous CCaaS Architecture experience in a large environment with multiple solutions
- Extensive experience leveraging various capabilities of CCaaS solutions and integrating them into the environment
- Experience utilizing AI in call centers
- Experience working cross functionally in a large organization communicating with many different teams
- Experience working with Salesforce and CRM architects (nice-to-have)
