Key Responsibilities:
• Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
• Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
• Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
• Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
• Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
• Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
• Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
• Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
• Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes
Required Skills:
• Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
• Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
• Experience with contact center platforms such as Cisco, or similar.
• Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
• Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.
Education Requirements (Experience in Lieu of Degree): Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree is a plus.
Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.