Automation Architect IVR & Contact Center

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.

What we are looking for

Role: Automation Architect IVR & Contact Center

Experience Range: 10 to 15 Years

Location: Pan India

Must Have:Mandatory

• Automation Architecture
• Solution Architecture
• Node.js
• Playwright or Selenium
• API Integration
• REST Services
• JSON / YAML Configuration
• Enterprise Application Integration
• Test Automation Frameworks
• Technical Design Reviews

Preferred

• Cyara
• NICE CXone
• Microsoft Dynamics 365
• Contact Center Technologies
• IVR Automation
• BFSI Domain
• CRM Validation Frameworks
• Dataverse APIs
• Azure Services
• GenAI / LLM Integration

Good to Have:

Knowledge Areas

Should understand:

• IVR call flow automation
• Agent desktop automation
• Routing and Skill ID validation
• CRM screen-pop validation
• Survey and DTMF automation
• Multi-agent transfer scenarios
• Evidence generation and reporting
• Customer-ready architecture documentation

Essential:

Key Responsibilities

Architecture & Solution Design

• Own the overall automation solution architecture.
• Define end-to-end automation flow across Cyara, CXone, Dynamics and reporting.
• Define system interaction patterns, integration approach, APIs and fallback mechanisms.
• Review and approve detailed design documents and technical solutions.
• Ensure architecture aligns with Ford standards and constraints.

Integration Ownership

• Define integration approach for:
• Cyara / LLM
• NICE CXone
• Microsoft Dynamics 365 CX Hub
• Reporting and evidence platforms
• Review API strategy and fallback approaches.
• Resolve interface and dependency challenges across platforms.

Automation Governance

• Guide automation engineers on:
• Node.js orchestration
• Playwright automation
• Routing validation
• Agent automation
• CRM validation
• Transfer scenarios
• Review automation framework design.
• Ensure reusable and scalable automation patterns.

Customer & Stakeholder Management

• Lead technical workshops with Ford SMEs.
• Clarify open items, assumptions and dependencies.
• Present architecture, design decisions and risks.
• Support customer reviews and design sign-offs.

Delivery Leadership

• Review deliverables produced by engineering teams.
• Drive issue resolution during build, integration and testing.
• Support stabilization, UAT and production readiness.
• Ensure agreed scope is delivered successfully.

Minimum Qualification:

• 15 years of full-time education
• Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)
• Seniority Level
  Mid-Senior level
• Employment Type