Overview
On Site
Accepts corp to corp applications
Skills
Marketing Intelligence
MI
Cloud Computing
Workforce Management
Interactive Voice Response
System Integration
High-level Design
High Availability
Quality Assurance
Acceptance Testing
Technical Support
User Experience
Customer Service
Computer Science
Information Technology
Software Design
Genesys
Telephony
Project Management
Management
Communication
Collaboration
Supervision
Project Delivery
Job Details
(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 3rd-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.
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.