The client is seeking an experienced and dedicated Contact Center Solution Architect to join our dynamic team. The ideal candidate will have extensive experience in architecting, designing, deploying, and managing scalable, secure, and reliable Contact center solutions. The role involves working closely with clients, stakeholders, and internal teams to deliver innovative cloud-based solutions that meet business requirements.
Key Responsibilities:
• Architect role for Contact Center Infrastructure.
• Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.
• Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards.
• Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.
• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
• Identify and manage dependencies between projects within the program.
• Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.
• Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.
• Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.
• Responsible to understand solution in depth and how it integrates with other internal systems to deliver business value.
• The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company’s goals.
• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
• Identify and manage dependencies between projects within the program.
• Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.
• Implement and manage architecture governance standards and process.
• Identify, assess, and manage program risks, developing mitigation strategies where necessary.
• Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.
• Make recommendations for cost optimization and efficiency improvements.
• Manage vendor relationship.
• Solve/work high impact problems/projects, and provide resolution to restore services
• Provide Root Cause Analysis (RCA) post restoration of service
• Design testing approaches, complex processes, and assist with the automation of repetitive tasks
• Review requirement documents, define software requirements and update processes and procedures as necessary
• Ensure ongoing compliance with regulatory requirements
• Conduct project related research
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
Qualifications:
• Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree is a plus.
• 10+ years of experience driving customer service transformation using Salesforce, MS Dynamics, or key Agent Desktop platforms.
• 10+ years architecting agent desktop solutions for end-to-end customer contact management including Call Pop, Case Management, Workforce Management, Call Routing, Operational KPI and best practices of call centers and their operations.
• 10 or more years of development experience in either Salesforce, MS Dynamics, NICE CXone and or Genesys CX environments.
• 10 or more years hands-on experience of software development, to include design, custom and common coding (JavaScript, nodejs, Angular), and testing of real time systems.
• 5 or more years’ experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.
• Understanding of OOP and efficient programming concepts to reduce tech debts.
• Experience with enterprise level CCaaS architecture for complex business needs.
• Experience creating and presenting to executive level stakeholders (technical and non-technical).
• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
• Existing knowledge and/or industry certifications for one of these - Salesforce, MS Dynamics, NICE CXone and or Genesys CX and process automation technologies
• Contact Center as a Service (CCaaS) software management and domain experience.
• One of these - MS Dynamics, Genesys CX , Salesforce Architect Experience, Nice CXone Studio experience
