Contact Center Solution Architect

Job Description:

Job Title: Contact Center Solution Architect

Experience Required - 8+ Years

Roles & Responsibilities:

• 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.