Contact Center Solution Architect

Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.

Candidate must be able to :

Assess the current Genesys architecture (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and design a migration roadmap to a CCaaS platform.

Evaluate and recommend which components of Genesys should be migrated, retired, or replaced.

knowledge of Routing Logic & WFM

Analyze existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment.

Guide team on migration and integration of WFM functionalities, ensuring alignment with forecasting, scheduling, and intraday management requirements.

Identify opportunities to enhance customer experience using AI intent detection, virtual assistants, predictive routing, sentiment analysis, and more.

Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy.

Work closely with IT, customer service operations, business teams, and external CCaaS vendors

Participate in vendor evaluations and selection process for CCaaS and AI solutions

Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact

Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.