Contact Center Solutions Architect

Job Summary

Senior Engineer for the Engagement Center Technology Intelligence organization responsible for Architecture, design and development of our Next Generation Customer Contact Capabilities and Omni Channel Servicing which includes Inbound and Outbound servicing, Digital servicing, Voice response applications and Contact Customer Experience (CX) Management. You will be challenged with identifying innovative ideas and proof of concept to deliver against the existing and future needs of our customers.

Responsibilities

• Architecture, Design and Development of our Global Next Generation Contact Management Platform
• Deliver GDHA enabled, highly available, fault-tolerant and scalable solutions that deliver performance at a global enterprise scale.
• Develop a highly efficient and optimized Cloud infrastructure required to support the Platform in terms of robustness, scalability, availability and efficiency.
• Create Platform Roadmap and develop long term Cloud Migration Strategies for the Platform.
• Performance monitoring and tuning to optimize both the infrastructure and Platform Components
• Performs hands-on solution architecture design work and actively participates in design and code reviews to ensure both delivery of desired business outcomes and alignment to enterprise standards.
• Create Solution Artifacts providing architecture guidelines to the delivery teams to ensure application designs support Platform s architectural strategies and 3rd Party Vendor Integration.
• Performs Research and development to evaluate emerging technologies and their potential to optimize the platform.
• Responsible for setting up and driving architectural design, proof of concepts and new products review.
• Review designs by development teams to ensure solutions are viable, scalable, and will meet performance standards and requirements.
• Solid experience in a consulting and IT role within a large scale (preferably multi-national) technology services environment as Contact Centre Engineer, with a focus on Cloud application architecture.
• Experience in Cloud enablement of Contact Center Solutions, especially in migrating from On-prem to CCaaS Cloud solution.
• Knowledge of and experience with latest enterprise cloud Contact Center as a Service (CCaaS) providers and their technologies (Genesys, Five9, NICE, AWS, Microsoft, Google ) to support evaluation/proof of concept, selection, planning, implementation, and management of same.
• Proven experience designing, implementing, and supporting cloud-hosted contact centers with hands-on experience with IVRs, call dial plans, ACD queues, SIP and expertise with omni channel (call , email, chat, etc.) systems and skills, Proficiency AI based routing.
• Proven experience working with voice-related platform integrations such as CRM (Salesforce, Servicenow, etc.)
• WebRTC/CTI APIs integrations; Call recording and workforce management/optimization APIs integrations.
• Knowledge in the following technical subjects such as: Docker, Kubernetes, Cloud Services (AWS, Azure, Google), Jenkins, MongoDB, Kafka, Spring Boot, Spring Cloud, Angular 2, Node.JS, Microservices, etc.
• Relevant Cloud CCaaS certifications and accreditation

Key Skills

• CCaaS Cloud Architecture
• IVR integration
• WebRTC/CTI APIs
• CRM integrations (Salesforce, ServiceNow)
• Docker
• Kubernetes
• Spring Boot
• Node.js
• Microservices

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