Enterprise Contact Center Solutions Architect

18 hours ago


Chicago, Illinois, United States TEPHRA Full time
Job Description

We are seeking an experienced Enterprise Contact Center Solutions Architect to join our team at TEPHRA. As a key member of our practice team, you will work closely with clients to design and implement contact center solutions that meet their unique needs.

Key Responsibilities:

  • Lead customer discussions and demonstrate subject matter expertise in contact center solutions
  • Define roadmaps, architect solutions, and ensure end-to-end ownership of iterating and deploying solutions
  • Review solution architecture, evaluate solution options, and define implementation plans
  • Collaborate with engagement teams involving customers and our teams
  • Work using agile-based methodologies and architecture frameworks
  • Identify and design cost-effective natural language self-service opportunities and other contact center transformation opportunities
  • Design customer call flow processes, natural language processing capabilities, dynamic routing, and integration
  • Develop reusable artifacts, assets, best practices, thought leadership, and points of view related to contact center transformation

Requirements:

  • Bachelor's Degree (minimum 4 years)
  • Experience as an enterprise Contact Center Solution Architect
  • Deep understanding of customer service domain, architecture, and contact center platforms, tools, and technologies
  • Experience in integrating NLP platforms and APIs from Apple, Google, Amazon, Microsoft, IBM, and other niche enterprise vendors operating in conversational and AI technologies
  • Experience in Core Java, J2EE, Spring DI, ORM, JDBC, AOP, MVC 3 or above
  • Experience in CPaaS (Contact Center Platform as a Service)
  • Well-versed with Omni-channel technologies, telephony, and holistic integration of these technologies

Implementation Experience with Cloud-Based Technologies:

  • Deep understanding of AWS Connect, Google Cloud Contact Center AI, Twilio, and other modern cloud-based contact center technologies
  • Experience in designing solutions that contain personal (PII) and cardholder (PCI) data
  • Experience in developing reusable artifacts/frameworks, reusable assets, industry solutions, reference architecture, design, development, and QA best practices
  • Excellent verbal and written communication skills, facilitation, and presentation skills
  • Ability to interact professionally with a diverse group of stakeholders (senior executives, operations, customer service & partners)
  • Enjoys working in an autonomous, dynamic, and challenging environment
  • Team player who enjoys fluidity, change, and flexible working arrangements
  • Self-starter who wants to get involved, make a difference, and deliver
  • Ability to quickly learn newer technologies, platforms, and tools
  • Years of experience required for position

8+ Years

Location for the position:

  • Chicago, IL or NJ or Cincinnati OH (Preferred is Chicago)


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