Global Contact Center Solutions Architect
2 days ago
Company Overview:
Jobleads-US is a leading provider of innovative voice and contact center solutions. We partner with top companies to deliver cutting-edge technology that drives customer satisfaction and business growth.
Job Description:
We are seeking a highly skilled Global Contact Center Solutions Architect to join our team. As a key member of our Voice and Contact Center Technology team, you will be responsible for designing, implementing, and supporting highly available contact center technologies.
Key Responsibilities:
- Develop and deploy contact center technical standards across all call center locations globally
- Partner closely with customer-facing contact center teams to develop and implement technical solutions
- Perform as a subject matter expert in complex, multi-phase platform migrations
- Identify opportunities to leverage existing technology solutions to improve customer and agent experiences
- Design and documentation of technical solutions, including architectural documents, engineering design documents, and operational documentation
Required Skills and Qualifications:
- 5+ years designing and deploying complex contact center solutions leveraging Avaya platforms and technologies
- Demonstrated knowledge of Avaya Product Suite, Microsoft ACS product suite, and other API/Event-Based Contact Center Platforms
- Experience with large-scale, multi-phased migrations
- Strong understanding of supporting and troubleshooting complex, global VOIP deployments, including SBCs, SIP trunking, and multiple carriers
- Demonstrated experience in troubleshooting complex technology issues across various technologies
- Strong analytical background with focus on developing data-driven solutions
- Strong interpersonal and communications skills with the ability to communicate complex technology into business terminology
- Ability to work in a fast-paced and dynamic environment that can quickly change direction
Benefits:
- Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
- Family-building, fertility, adoption, and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
- Company-paid Basic Life, AD&D, short-term, and long-term disability insurance
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
- Weight Loss and Tobacco Cessation Programs
- Tesla Babies program
- Commuter benefits
- Employee discounts and perks program
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