Contact Center Architect

Found in: Appcast Linkedin GBL C2 - 2 weeks ago


Orlando, United States RCG Global Services Full time

Responsibilities:

  • Design comprehensive contact center solutions integrating telephony, chat, email, and social media channels.
  • Experience in implementing CRM solutions (Salesforce, Sprinklr, etc.)
  • Evaluate and integrate industry-leading systems such as Avaya, NICE, and Zendesk to enhance operations.
  • Enable seamless omnichannel communication to ensure consistent customer experiences.
  • Implement AI and automation solutions for tasks like virtual agents and sentiment analysis.
  • Ensure adherence to security standards, compliance requirements, and performance optimization.

Requirements:

  • Degree in Computer Science or related field or a minimum of 5 to 7 years of experience in architecting contact center solutions.
  • Proficiency in cloud platforms and contact center technologies, including Avaya, NICE, Zendesk, or others.
  • Strong programming skills in Java, Python, or JavaScript.
  • Excellent communication and collaboration abilities.

Preferred:

Industry certifications (e.g., CCNA, AWS Certified Solutions Architect).

DevOps experience and familiarity with agile methodologies.



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