Contact Center Solution Architect
3 weeks ago
Visa: USC/GC/GC-EAD/OPT-EAD/H4-EAD Hire mode: Contract
Qualifications:
Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
Experience with contact center platforms such as Cisco, or similar.
Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
Excellent communication, presentation, and stakeholder management skills.
Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.
Education Requirements (Experience in Lieu of Degree): Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree is a plus.
Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
How many years of experience are you looking for?: 5+
Job Title: Contact Center Solution Architect
Overview:
We are looking for an experienced Contact Center Solution Architect to join our Customer Application team.
As the Solution Architect, we are seeking someone to play a critical role in designing, implementing, and optimizing contact center solutions for our clients. The role will design and develop the architecture (integrated process, applications, data, and technology) solutions to our Contact Center Operations problems in alignment with the enterprise architecture direction and standards. This role will perform technical planning, architecture development and modification of specifications.
PGE recently implemented and upgraded to Cisco WxCCE and we seek to leverage the new cloud platform and continue to reduce the complexity and increase reliability of our systems. We are also continuing to focus on advancing functions to support our Contact Center Advisors and Customers, leveraging GenAI and maximizing our use of our applications.
This role will be responsible for researching and developing specifications for new products/services, applications, and service offerings on this new technology stack. This work will result in a technology roadmap for the future.
Key Responsibilities:
Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.
-
Portland, United States Martins Point Health Care Full timeJoin Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an...
-
Senior Security Solutions Architect
4 weeks ago
Portland, United States Right! Systems, Inc. Full timeSenior Security Solutions Architect (Portland,OR)Since 1993, Right! Systems, Inc. has been providing exceptional solutions and uncommon expertise to help our customers achieve lasting benefits. As a multi-vendor systems integrator, we maintain high level certifications with key technology partners for one reason: our customers.Right! Systems, Inc. (RSI) is...
-
Senior Security Solutions Architect
4 weeks ago
Portland, United States Right! Systems, Inc. Full timeSenior Security Solutions Architect (Portland,OR)Since 1993, Right! Systems, Inc. has been providing exceptional solutions and uncommon expertise to help our customers achieve lasting benefits. As a multi-vendor systems integrator, we maintain high level certifications with key technology partners for one reason: our customers.Right! Systems, Inc. (RSI) is...
-
Senior Security Solutions Architect
35 minutes ago
Portland, United States Right! Systems, Inc. Full timeSenior Security Solutions Architect (Portland,OR)Since 1993, Right! Systems, Inc. has been providing exceptional solutions and uncommon expertise to help our customers achieve lasting benefits. As a multi-vendor systems integrator, we maintain high level certifications with key technology partners for one reason: our customers.Right! Systems, Inc. (RSI) is...
-
Cloud Architect
1 week ago
Portland, United States VTal Technology Solutions Full timeSeeking a Cloud Architect for a contract role with a leading US retail company, in Portland, OR. Job Description: Partner with development, product management, architecture, information security and infrastructure teams to deliver software and technology products that meet requirements and produce desired business outcomes. Adhere to established...
-
PLM Architect
1 week ago
Portland, United States NR Consulting Full timeJob Title: PLM Solution Architect - Windchill PLM Job Location: Portland, OR Essential Duties and Responsibilities: Will be responsible for the End to End Technical Solutioning Architecting for global Windchill Implementation Have to conduct workshops & conference room pilots to understand and analyse the customer's business need. Elaborate and map business...
-
PLM Architect
3 days ago
Portland, United States NR Consulting Full timeJob Title: PLM Solution Architect - Windchill PLM Job Location: Portland, OR Essential Duties and Responsibilities: Will be responsible for the End to End Technical Solutioning Architecting for global Windchill Implementation Have to conduct workshops & conference room pilots to understand and analyse the customer's business need. Elaborate and map business...
-
K-12 Senior Architect- Project Manager
4 weeks ago
Portland, United States Harriman Associates Full timeJob DescriptionJob DescriptionDescription:Description:Harriman’s growing multi-disciplinary practice is seeking an experienced Senior Architect- Project Manager to join our team. With a holistic, ground-up approach to design, our architectural team works closely with the firm’s internal practice groups to fulfill our mission to design relevant and...
-
K-12 Senior Architect- Project Manager
20 hours ago
Portland, United States Harriman Associates Full timeJob DescriptionJob DescriptionDescription:Description:Harriman’s growing multi-disciplinary practice is seeking an experienced K-12 Senior Architect- Project Manager to join our team. With a holistic, ground-up approach to design, our architectural team works closely with the firm’s internal practice groups to fulfill our mission to design relevant and...
-
Portland, ME 04101, USA, United States Martin's Point Health Care Full timeJoin Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of people caring for people, Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an...
-
Generative AI Architect
2 weeks ago
Portland, United States Enfycon Inc. Full timeAI Architect / Consultant – 2 Positions Portland, OR 97229 (Onsite/Hybrid) Onsite – FIRST Priority / Hybrid – Second / REMOTE AI Architect/Consultant, will design, develop, test, deploy, and support software solutions across the whole stack in the Intelligent Process Automation area. This role helps in shaping our AI strategy and showcasing the...
-
Contact Center Representative
5 days ago
Portland, United States StanCorp Financial Group, Inc. Full timeAt The Standard, youll join a team focused on putting our customers first. Our continued success is driven by a high-performance culture. Were looking for people who are collaborative, accountable, creative, agile and are driven by a passion for do Representative, Retail
-
Contact Center Representative
4 days ago
Portland, United States StanCorp Financial Group Full timeAt The Standard, youll join a team focused on putting our customers first. Our continued success is driven by a high-performance culture. Were looking for people who are collaborative, accountable, creative, agile and are driven by a passion for do Representative, Retail
-
Portland, United States Kaiser Permanente Full timeTechnical Summary ***Role is fully remote - however, you must reside within a state where Kaiser Permanente does business (WA, OR, CA, CO, GA, MD, VA, DC, HI) Serving as a senior thought leader across infrastructure planning, engineering, and deployment teams, this role is responsible for planning and designing block & file storage architectures by driving...
-
Portland, United States Kaiser Permanente Full timeTechnical Summary ***Role is fully remote - however, you must reside within a state where Kaiser Permanente does business (WA, OR, CA, CO, GA, MD, VA, DC, HI) Serving as a senior thought leader across infrastructure planning, engineering, and deployment teams, this role is responsible for planning and designing block & file storage architectures by driving...
-
Generative AI Architect
5 days ago
Portland, OR, United States Enfycon Inc. Full timeAI Architect / Consultant – 2 Positions Portland, OR 97229 (Onsite/Hybrid) Onsite – FIRST Priority / Hybrid – Second / REMOTE AI Architect/Consultant, will design, develop, test, deploy, and support software solutions across the whole stack in the Intelligent Process Automation area. This role helps in shaping our AI strategy and showcasing the...
-
Digital Architect Intern
5 days ago
Portland, OR, United States Enfycon Inc. Full timeAI Architect / Consultant - 2 Positions Portland, OR 97229 (Onsite/Hybrid) Onsite - FIRST Priority / Hybrid - Second / REMOTE AI Architect/Consultant, will design, develop, test, deploy, and support software solutions across the whole stack in the Intelligent Process Automation area. This role helps in shaping our AI strategy and showcasing the...
-
Room Service Representative
4 days ago
Portland, United States Maine Medical Center Full timeSummary This position reports to Brighton Medical Center and answers calls for patients at Maine Medical Center. Schedule is Sunday - Monday 7:00am -3:30pm, additional 4-hour shift is flexible. Position Summary Facilitates quality customer service for patients, patient's family, and support staff for all nutritional needs. Responsible for coordinating...
-
Call Center Manager
3 weeks ago
Portland, United States Skill Demand Full timeJob DescriptionJob DescriptionJob Responsibilities:Relationship Management: Establish and maintain strong relationships with clients. Research, gather, document, and validate client process flows and business rules to ensure accurate understanding and alignment.Customer Communication: Act as the primary point of contact for customers, managing communication...
-
Customer Service Call Center Representative
2 weeks ago
Portland, United States Skill Demand Full timeJob DescriptionJob DescriptionJob Title: Contact Center RepresentativeLocation: Portland, OR Metro Area (Hybrid Position – Monday & Friday Remote, Tuesday-Thursday In-Office)Job Type: Full-Time Job Description:In this role, you will be responsible for providing exceptional customer service, processing transactions, and supporting various internal teams to...
