Global Contact Center Solutions Architect

2 days ago


Fremont, California, United States Jobleads-US Full time

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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