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Contact Center Architect

2 months ago

Lubbock, Texas, United States Tyler Technologies Full time
About the Role

We are seeking a highly skilled Contact Center Architect to join our Corporate IT team at Tyler Technologies. As a Contact Center Architect, you will be responsible for designing, implementing, and supporting contact center solutions that leverage the NICE CX1 platform.

Key Responsibilities
  • Plan and conduct discovery sessions with support, client success, and customers to document their needs and functional requirements.
  • Research and provide internal and external content for executive presentations and reports.
  • Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, email, chat, IVR, skills-based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting.
  • Configure and customize contact center solutions.
  • Assist teams in NICE CX1 role-based training and best practices technology use.
  • Define data strategy for Contact Center KPI reporting and customer-centric reporting.
  • Design end-to-end contact center solutions using NICE CX1, incorporating best practices and industry standards to meet client needs and objectives.
  • Develop detailed architectural designs, including system diagrams, data flows, integration points, and technical specifications, to guide the implementation of contact center solutions and modules.
  • Lead and participate in technical discussions with stakeholders to articulate solution designs, address technical challenges, and ensure alignment with business goals.
  • Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the NICE CX1 platform.
  • Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CX1 platform.
Requirements
  • Bachelor's degree in computer science, information technology, or a related field.
  • 5 or more years of experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
  • 3 or more years of experience in NICE CXone and UC environments.
  • 3 or more years of software development experience, including design, custom and common coding (JavaScript, Python, Java, C#), and testing of real-time systems.
  • Experience with enterprise-level CCaaS architecture for complex business needs.
  • Experience creating and presenting to executive-level stakeholders (technical and non-technical).
  • Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
  • Existing knowledge and/or industry certifications for NICE CXone and process automation technologies.
  • Contact Center as a Service (CCaaS) software management and domain experience.
  • NICE CXone and CXone Studio experience.
  • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
  • Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
  • Proficiency in Microsoft Office products (Outlook, Word, Excel, PowerPoint, and Visio).
  • Strong technical, analytical, and problem-solving skills.
  • Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
  • Ability to establish and maintain strong working relationships with key internal associates and partners.
  • Self-motivated, attention to detail, and excellent judgment skills.
About Tyler Technologies

Tyler Technologies is a leading provider of software and technology solutions for the public sector. We are committed to delivering innovative solutions that meet the evolving needs of our customers. As a Contact Center Architect at Tyler Technologies, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences.

We are an equal opportunity employer and welcome applications from diverse candidates. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling ext. Please note that these methods are reserved for individuals who require accommodation due to a disability.