Description

Job Summary

The Contact Center Solution Architect is responsible for designing, developing, and implementing scalable and innovative solutions for contact center technology. This role involves analyzing business requirements, creating technology roadmaps, and ensuring the successful integration of contact center platforms with enterprise systems. The ideal candidate will have expertise in cloud-based contact center platforms, telephony systems, and customer experience (CX) technologies.

Key Responsibilities

Solution Design & Architecture

• Analyze business needs and design end-to-end contact center solutions to improve customer experience and operational efficiency.
• Lead the architecture and development of contact center platforms such as Genesys, Cisco, Avaya, Amazon Connect, or other CCaaS solutions.
• Develop technology roadmaps, including migration plans for legacy contact center systems to modern cloud platforms.
• Integrate contact center solutions with CRM systems (e.g., Salesforce, Microsoft Dynamics) and other enterprise applications.
• Identify and implement omnichannel capabilities (voice, chat, email, social, SMS) to enhance the customer engagement experience.

Technical Leadership

• Provide technical leadership during solution implementation and ensure alignment with enterprise architecture standards.
• Collaborate with cross-functional teams, including developers, system engineers, and business stakeholders, to deliver solutions.
• Stay updated on emerging technologies and trends in the contact center and customer experience space.

Infrastructure & Integration

• Define and implement architecture for IVR (Interactive Voice Response), ACD (Automatic Call Distribution), and WFM (Workforce Management) systems.
• Ensure secure and scalable integration between on-premise systems, cloud environments, and third-party applications.
• Optimize the performance of voice and telephony systems, ensuring high availability and minimal downtime.

Compliance & Governance

• Ensure solutions are compliant with industry regulations such as GDPR, PCI-DSS, HIPAA, etc.
• Document solutions, architecture designs, and test cases for compliance and audit purposes.
• Conduct risk assessments to identify and mitigate potential vulnerabilities in the contact center infrastructure.

Qualifications

Required Skills & Qualifications

Technical Skills

• Extensive knowledge of contact center platforms (e.g., Genesys Cloud, Cisco UCCE/PCCE, Avaya Aura, Amazon Connect, NICE).
• Strong understanding of telephony systems (VoIP, SIP, PSTN) and networking protocols.
• Hands-on experience with APIs and integrating contact center solutions with third-party applications like CRM, ERP, and analytics tools.
• Expertise in IVR design, routing strategies, and workforce management systems.
• Familiarity with cloud contact center technologies (AWS, Azure, or other CCaaS providers).
• Knowledge of reporting and analytics platforms for monitoring KPIs like CSAT, call abandonment rate, and average handle time.

Soft Skills

• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management abilities.
• Ability to work collaboratively in cross-functional teams.
• Strong leadership and project management skills.

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or related fields (Master's preferred).
• 10+ years of experience in contact center technology design and implementation.
• Certifications in relevant contact center platforms (e.g., Genesys, Cisco, Avaya) or cloud platforms (AWS, Azure) are highly desirable.

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