Contact Center Sr. Solutions Architect

7 days ago

Atlanta, United States SysMind Tech Full time
Main Responsibilities:
  • Ability to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
  • Ability to work with enterprise and network architects to design low level architecture diagram.
  • Ability to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
  • Ability to interact with client technical stakeholders and propose best technical option suitable for tperson long-term solution.
  • Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
  • Provide leadership & direction in tperson areas of technology and to facilitate and enable growth and business agility.
  • Work with dev leads and address core issues related to performance, security, scalability etc.
  • Coach and mentor junior developers and otpersonr team members. Conduct code reviews to ensure code quality, maintainability, and security.
  • Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
  • Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.
Must Have:
  • 10+ years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
  • 5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
  • Must have knowledge of key cloud platforms such as AWS, MS Azure or GCP
  • Core knowledge of telephony protocols and architecture
  • Through understanding of leading AI tools and market trends
  • Understanding of modular design
  • Hands on experience on designing and implementing best practices related to IVR and NLU
  • Through understanding of WEM/WFM and it's interactions with core CCaaS platform
Must have advance certification like :
  • CCNP(Cisco Certified Network Professional)
  • CCIE(Cisco Contact Center Implementing Enterprise)
  • NIce CXOne Core Plus
  • GCP (Genesys Cloud Professional)
  • Genesys Cloud CX Certified Developer
  • Genesys Cloud Certified API Developer
  • Genesys Cloud Scripting Certified Specialist
Nice to have:
  • Experience with QM and Workforce Management
  • Knowledge of AI tools
  • Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
  • Knowledge of Jira and Scrum is preferable.
  • Understanding of 3rd party LLM modules
  • Integrations of custom AI engines with CCaaS tools

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