(CCaaS) Contact Center Architect

(CCaaS) Contact Center Architect

Location: Troy, MI (2 days onsite / week)

Responsibilities:

• Lead and contribute to the overall solution designing for cloud-based Contact Center solutions along with knowledge of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration.
• Optimize the contact center solution to driver organizational objectives.
• Create architectural solution documents, LLD, HLD and define implementation phases for execution.
• Collaborate with stakeholders to understand business requirements and design the solution documents accordingly.
• Follow industry standards and best practices to develop an effective solution that provides high-availability and scalable solutions to support future growth strategy.
• Work alongside the delivery team to coordinate with OEMs/ vendors to streamline the implementation process.
• Evaluate interoperability between various products, OEMs and propose accurate version to be implemented.
• Assist the delivery team as and when they need support on design related questions.
• Participate with delivery team to troubleshoot technical issues and provide solutions during the implementation phase.
• Oversee quality assurance processes to identify and address any issues during the implementation phase.
• Participate in UAT with the customer to ensure the solution meets their expectations.
• Provide post-implementation support for ongoing issues and deliver a positive user experience.
• Collaborate with the delivery and support team to deliver exceptional customer service and resolve technical issues effectively.

Qualifications:

• Bachelor's degree in computer science, Information Technology, or equivalent.
• Proven experience in solution designing of CCaaS such as Genesys, NICE etc.
• Strong understanding of contact center technologies, telephony, and 3^rd-party application integrations.
• Project management skills with the ability to manage multiple tasks and deadlines.
• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
• Self-motivated and capable of working independently with minimal supervision.
• Flexibility with work timings to align with customer's working hours and project delivery timelines.
• Certifications in Contact Center, CCaaS or related technologies are an added advantage.