CCaaS Architect

Overview

Hybrid
Depends on Experience
Full Time

Skills

ACD
API
Coaching
IEX
Interactive Voice Response
Knowledge Base
Management
Mentorship
Quality Management
Routing
Technical Writing
Test Strategy
Testing
Workforce Management

Job Details

Title: CCaaS Architect

Job Description:

  • Design and Build Conversational IVR, Autpilot Virtual Agents and Omni-channel contact center solutions using NICE CXOne platform.
  • Implement Routing strategy, ACD, Data/API Integrations, Quality Management and Voice of Customer components on the NICE CXOne platform
  • Implement CXOne Expert Knowledge Base solutions
  • Implement NICE IEX Workforce Management solutions
  • Lead technical resources for NICE CXone implementations.
  • Create technical documentation for detailed designs as per the business requirements.
  • Advise the testing teams on Contact Center Testing Strategy

Skills:

  • 10 or more years experience in building and managing Contact Center tech stack
    5 or more years of E2E experience in designing and building NICE Contact Center solutions
    Experience with CCaaS Telephony infrastructure

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

About Capgemini America, Inc.