Job Description

We are seeking a highly experienced Contact Center Architect with 12 to 15 years of experience to join our team. As a Contact Center Architect, you will be responsible for designing and architecting Genesys Cloud CX, Amazon Connect, Nice CXOne solutions based on business requirements and technical considerations.

You will collaborate with stakeholders, lead the implementation and configuration of respective Contact Center platform solutions, and oversee the integration with other systems and applications. Additionally, you will be the SPOC for the clients and also provide technical guidance and support to the contact center team to troubleshoot complex technical issues while staying up to date with the latest AI features and capabilities across the contact center platforms: Genesys Cloud CX, Amazon Connect, Nice CXOne.

Responsibilities

• Design and architect Cloud Contact Center solutions using Genesys, Amazon Connect, Nice CXOne based on business requirements and technical considerations

• Collaborate with stakeholders including business analysts, developers, and infrastructure teams to understand project objectives and create robust Cloud Contact Center solution designs

• Lead the implementation and configuration of Cloud Contact Center solutions ensuring they align with best practices and industry standards

• Oversee the integration of Contact Center platform with other systems and applications such as CRM platforms, ITSM, Contact Center tools, and databases

• Define and document technical specifications, system configurations, and workflows

• Provide technical guidance and support to development teams during the implementation and testing phases

• Troubleshoot and resolve complex technical issues related to Cloud deployments

• Stay up to date with the latest AI features across contact center platforms and recommend innovative solutions to enhance customer experience and contact center efficiency

• Conduct performance assessments, capacity planning, and security reviews for Contact Center environments

Desired Skills

• Sound knowledge and hands-on experience of 12 to 15 years with Cloud Contact Center platform architecture and implementation (Genesys Cloud, Amazon Connect, Nice CXOne)

• Strong knowledge of Customer Service Operations and experience in leading Customer Service operations assessment benchmarking

• Gen AI exposure to any of the LLMs

• Experience implementing multichannel self-service, IVR, and OmniChannel Orchestration Routing

• In-depth knowledge and hands-on experience with Voice and Non-voice applications solutioning using tools

• Proven ability to identify customer needs through technical benefits assessment and build the business value of the solution

• Knowledge of on-premises, on-cloud, hybrid cloud, and cloud economics including pricing strategy

• Experience in Assessment, Designing, Migration, and transformation of Contact Center platforms

• Hands-on experience with embedding dialer into SaaS Applications like Salesforce, Zendesk, ServiceNow, and custom Apps

• Hands-on experience with the implementation of Virtual Agent (Amazon Lex, Google CCAI, Agent Assist), knowledge base, caller intent identification capabilities

• Experience in integrating Contact Center platforms to retrieve data from Database or API