Technical Architect Offshore
Zensar Technologies · Pune · onsite · Posted 65d ago
Undisclosed12–17 yrsfulltimeSourced from
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About this role
Technical Architect - Renuity Sales Command Center Transformation
Position Details
- Location: Offshore but available up until 10:30 pm IST
- Type: Full-time, 12-month program with potential extension
- Travel: Rarely but open to travel to pilot and other contact center locations
About the Program
Zensar is transforming contact center operations into a unified Renuity Sales Command Center. This multi-phase initiative includes process homogenization, AI/automation deployment, telephony modernization, and scaling of a Command Center Lite pilot to multiple centers.
Role Overview
The Technical Architect serves as the end-to-end technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.
Key Outcomes
- Delivery of BRD and future-state technical blueprint
- Completion of quick-wins integration roadmap
- Successful box-testing of high-value workflows
- Scalable architecture deployed across multiple centers
- Provision/configure Voice AI SMS AI using Five9/WFA
- Successful Development/Unit Testing/Integration UAT testing of all Five9/WFA use cases
Responsibilities
- Own the end - to - end architecture across CRM, LP, Five9/WFA, WFM, analytics, and AI layers
- Design API catalog, data model, and integration patterns
- Lead orchestration architecture for omnichannel outreach (voice/SMS/email/NBA)
- Collaborate with Data Science on LQS operationalization
- Guide pilot box-testing, stabilization, and measurement readiness
- Support rollout of AI Assist, Auto QA, Voice/Email AI agents
- Align dialer strategy with WFM forecast/scheduling models
- Provision/configure Five9 Workflow Automation (WFA) to connect client Five9 Intelligent Cloud Contact Center to other business systems by aggregating information, providing comprehensive views of data and performance, and automating sophisticated, cross-platform workflows
- Connect Five9 WFA using out of the box pre-built connections to aggregate data real-time, combine it with Five9 data, and coordinate functionality.
Required Qualifications
- 8-12+ years architecture or solution design experience
- Expertise with contact center systems (Five9/WFA, CRM, LP)
- Hands-on design of APIs, data pipelines, and cloud integrations
- Experience implementing AI Assist, Auto QA, or Voice/Email AI capabilities
- Knowledge of Verint WFM forecasting/scheduling models
- Experience implementing Five9 Work Flow Automation
Preferred Experience
- Five9 campaign configuration and pacing optimization
- LeadPerfection (LP) integration expertise
- Experience with MoEngage, Hatch, or Spotio
- Power BI dashboard/report development
- AI/automation platforms (Kore.ai, Lyzr, or similar)
Success Metrics
- Improved Contact Rate through predictive dialing and NBA routing
- Set/Issue/Demo/Close rate uplift enabled by LQS
- Reduced AHT and higher automation percentage
- Reduced time-to-contact and improved WFM alignment
Technical Architect - Renuity Sales Command Center Transformation
Position Details
- Location: Offshore but available up until 10:30 pm IST
- Type: Full-time, 12-month program with potential extension
- Travel: Rarely but open to travel to pilot and other contact center locations
About the Program
Zensar is transforming contact center operations into a unified Renuity Sales Command Center. This multi-phase initiative includes process homogenization, AI/automation deployment, telephony modernization, and scaling of a Command Center Lite pilot to multiple centers.
Role Overview
The Technical Architect serves as the end-to-end technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.
Key Outcomes
- Delivery of BRD and future-state technical blueprint
- Completion of quick-wins integration roadmap
- Successful box-testing of high-value workflows
- Scalable architecture deployed across multiple centers
- Provision/configure Voice AI SMS AI using Five9/WFA
- Successful Development/Unit Testing/Integration UAT testing of all Five9/WFA use cases
Responsibilities
- Own the end - to - end architecture across CRM, LP, Five9/WFA, WFM, analytics, and AI layers
- Design API catalog, data model, and integration patterns
- Lead orchestration architecture for omnichannel outreach (voice/SMS/email/NBA)
- Collaborate with Data Science on LQS operationalization
- Guide pilot box-testing, stabilization, and measurement readiness
- Support rollout of AI Assist, Auto QA, Voice/Email AI agents
- Align dialer strategy with WFM forecast/scheduling models
- Provision/configure Five9 Workflow Automation (WFA) to connect client Five9 Intelligent Cloud Contact Center to other business systems by aggregating information, providing comprehensive views of data and performance, and automating sophisticated, cross-platform workflows
- Connect Five9 WFA using out of the box pre-built connections to aggregate data real-time, combine it with Five9 data, and coordinate functionality.
Required Qualifications
- 8-12+ years architecture or solution design experience
- Expertise with contact center systems (Five9/WFA, CRM, LP)
- Hands-on design of APIs, data pipelines, and cloud integrations
- Experience implementing AI Assist, Auto QA, or Voice/Email AI capabilities
- Knowledge of Verint WFM forecasting/scheduling models
- Experience implementing Five9 Work Flow Automation
Preferred Experience
- Five9 campaign configuration and pacing optimization
- LeadPerfection (LP) integration expertise
- Experience with MoEngage, Hatch, or Spotio
- Power BI dashboard/report development
- AI/automation platforms (Kore.ai, Lyzr, or similar)
Success Metrics
- Improved Contact Rate through predictive dialing and NBA routing
- Set/Issue/Demo/Close rate uplift enabled by LQS
- Reduced AHT and higher automation percentage
- Reduced time-to-contact and improved WFM alignment
Technical Architect - Renuity Sales Command Center Transformation
Position Details
- Location: Offshore but available up until 10:30 pm IST
- Type: Full-time, 12-month program with potential extension
- Travel: Rarely but open to travel to pilot and other contact center locations
About the Program
Zensar is transforming contact center operations into a unified Renuity Sales Command Center. This multi-phase initiative includes process homogenization, AI/automation deployment, telephony modernization, and scaling of a Command Center Lite pilot to multiple centers.
Role Overview
The Technical Architect serves as the end-to-end technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.
Key Outcomes
- Delivery of BRD and future-state technical blueprint
- Completion of quick-wins integration roadmap
- Successful box-testing of high-value workflows
- Scalable architecture deployed across multiple centers
- Provision/configure Voice AI SMS AI using Five9/WFA
- Successful Development/Unit Testing/Integration UAT testing of all Five9/WFA use cases
Responsibilities
- Own the end - to - end architecture across CRM, LP, Five9/WFA, WFM, analytics, and AI layers
- Design API catalog, data model, and integration patterns
- Lead orchestration architecture for omnichannel outreach (voice/SMS/email/NBA)
- Collaborate with Data Science on LQS operationalization
- Guide pilot box-testing, stabilization, and measurement readiness
- Support rollout of AI Assist, Auto QA, Voice/Email AI agents
- Align dialer strategy with WFM forecast/scheduling models
- Provision/configure Five9 Workflow Automation (WFA) to connect client Five9 Intelligent Cloud Contact Center to other business systems by aggregating information, providing comprehensive views of data and performance, and automating sophisticated, cross-platform workflows
- Connect Five9 WFA using out of the box pre-built connections to aggregate data real-time, combine it with Five9 data, and coordinate functionality.
Required Qualifications
- 8-12+ years architecture or solution design experience
- Expertise with contact center systems (Five9/WFA, CRM, LP)
- Hands-on design of APIs, data pipelines, and cloud integrations
- Experience implementing AI Assist, Auto QA, or Voice/Email AI capabilities
- Knowledge of Verint WFM forecasting/scheduling models
- Experience implementing Five9 Work Flow Automation
Preferred Experience
- Five9 campaign configuration and pacing optimization
- LeadPerfection (LP) integration expertise
- Experience with MoEngage, Hatch, or Spotio
- Power BI dashboard/report development
- AI/automation platforms (Kore.ai, Lyzr, or similar)
Success Metrics
- Improved Contact Rate through predictive dialing and NBA routing
- Set/Issue/Demo/Close rate uplift enabled by LQS
- Reduced AHT and higher automation percentage
- Reduced time-to-contact and improved WFM alignment
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
AutomationcrmverintUnit testingSMSTechnical ArchitectAnalyticsworkflowSchedulingArchitecture
About Zensar Technologies
Zensar Technologies
IT Services & Consulting
10.0k+
employees
2001
25 years old
Pune, Maharashtra
India
About
Zensar is a global organization that conceptualizes, builds, and manages digital products through experience design, data engineering, and advanced analytics for leading companies.
Industries
IT Services & Consulting
Employee ratings
2,994 reviews
3.7/ 5
Culture
3.5
Career growth
3.0
Work-life
3.8
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