Technical Architect specialized Contact Center

Title: Technical Architect

Role: Contact Center specialized Hands on Technical Architect

Location: Hartford CT (100% onsite role)

Duration: 12 Months

Job: Contact Center specialized Hands on Technical Architect

JD:

Core responsibility:

Drive modernizing contact center using data driven insights and by collaborating cross functionally with IT Operations Compliance and Customer experience teams and come up with innovative solutioning ideas which can be transformed to a futuristic solution

• Focus areas
• Operational analytics
• Deep analysis on generated insights with using Google Insights
• Process optimization
• CX and compliance awareness

Skills or Job requirements:

• Highly analytical and proactive data Insights and optimization analyst
• Mine operational data to identify inefficiencies and leads process improvements
• Develop dashboards and reports to communicate insights to leadership and frontline managers
• Monitor KPIs across regions and teams to support performance management and continuous improvement
• Collaborate with IT and operations to design and implement process improvements
• Track and report on the impact of changes to ensure measurable value
• Define processes and standards for Contact center data governance and quality monitoring
• Support change management efforts for new tools policies or workflows

Qualifications:

• Bachelors degree in business Data Analytics Operations or related field
• 8 years of total experience in the IT industry with 3 years of experience in contact center analytics or operations preferably in healthcare or insurance
• Proficiency in data tools Excel SQL BigQuery Power BI Tableau
• Familiarity with contact center platforms eg Genesys NICE Five9 and CRM systems Salesforce Pega
• Understanding of healthcare regulations eg HIPAA and compliance frameworks
• Strong communication and stakeholder engagement skills