Contact Center Expert and Architect

3 days ago

Newton, Massachusetts, United States Bright Horizons Children's Centers Full time

Serve as the lead expert for contact center operations and technology implementation. Perform technical planning, architecture development, and modification of specifications. Be responsible for voice, chat, email, and SMS text routing. Develop and support functionalities such as call flow design, CRM integration, scripting, etc. Troubleshoot and resolve system issues.

Conduct root cause analysis. Liaison with vendor technical support. Communicate effectively with contact center leadership and stakeholders. Remain current on new product releases and advances.

Key Responsibilities:

  • Collaborate with contact center leadership, stakeholders, and other team members during discovery sessions to understand and define business requirements and to design solutions. Provide guidance regarding best practices, policies, and procedures to optimize platform use.
  • Translate business requirements into call flow designs that enhance the customer experience.
  • Drive the decision-making processes for contact center design, implementation, and support. Design and deliver new CCaaS platform features and functionality.
  • Recommend technology, policies, or processes that would benefit the organization and improve operations. Participate in technical evaluations of vendor software. Leverage new releases to maximize utilization of CCaaS technology.
  • Design, develop, and implement CCaaS solutions (integrated process, applications, data, and technology) that optimize contact center operations and meet the requirements of our stakeholders. Integrate CCaaS with other contact center systems (e.g., Salesforce, ServiceNow, MS Dynamics, etc.).
  • Troubleshoot CCaaS issues to include telephony integration, call flow, call quality, scripting, outbound campaigns, and systems integration. Resolve integration and interface issues between various applications or systems. If necessary to escalate to internal or external technical support, do so timely and compile all details required to assess and identify the problem (e.g., interaction IDs, console logs, network logs, etc.). Test fixes to ensure problems have been adequately resolved.
  • Serve as a communication bridge between business leaders, applications development teams, and infrastructure teams to understand/clarify integration requirements, address questions, and manage changes across teams. Serve as a technical liaison with third-party development partners.
  • Continuously review existing CCaaS design. Propose to contact center leadership new technical architectures and solutions that reduce complexity and improve the customer experience. Stay updated on the latest CCaaS platform developments and advancements by monitoring weekly release notes.
  • Ensure existing and future call flow documentation is complete, current, and stored appropriately.
  • Participate in regular status meetings with contact center leadership and stakeholders. Actively provide insights and drive improvements to existing systems and processes based on observation, analysis of data, business direction, and strategic focuses.
  • Implement APIs based on architecture frameworks and guidelines.

What We're Looking For:

  • High school degree or GED equivalent - Required
  • Associate or bachelor's degree in a technical field - Preferred
  • 3 years in contact center operations - Required
  • 5+ years demonstrated hands-on architect experience - Required
  • Experience with CCaaS technology or a cloud-based telephony system (Genesys Cloud Preferred) - Required
  • 3+ years hands-on experience integrating CCaaS systems with CRM solutions like Salesforce, MS Dynamics, etc. - Required
  • Genesys Cloud CX: Professional Certification (GCX-GCP) - Required
  • Genesys Cloud CX: Developer (GCX-GCD), Architect (GCX-ARC), and/or Scripting (GCX-SCR) Certification - Preferred

Additional Requirements:

  • Hands-on experience within telecommunications integrating multiple channels into a CCaaS platform and developing complex call flows and scripts.
  • Demonstrated experience effectively utilizing contact center software applications to optimize interaction handling processes, improve contact center performance, and enhance the overall customer experience.
  • Experience supporting contact center operations and technology (reporting, dialers, IVR, ACD, WFM, QA, gamification, etc.).
  • Knowledge of API protocols, API design, and software development. Experience with open APIs and CCaaS integration with other solutions (like Salesforce, ServiceNow, and Microsoft Dynamics).
  • Proficiency monitoring, troubleshooting, and promptly resolving CCaaS and telecom service issues.
  • Excellent analytical, communication, organizational, and critical thinking skills.
  • Self-starter with the ability to work with minimal supervision but, when necessary, consult with lines of business and stakeholders for direction and/or clarity.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment and react to project adjustments and alterations promptly and efficiently.
  • Customer service focused and skilled at building relations with operational leaders and stakeholders.

Compensation Range:$100,000-$115,000 per year

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