Contact Center Sr. Solutions Architect
3 weeks ago
- bility to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
- bility to work with enterprise and network architects to design low level architecture diagram.
- bility to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
- bility to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
- bility to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
- Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
- Work with dev leads and address core issues related to performance, security, scalability etc.
- Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
- Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
- Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.
Must Have:
- 10+ years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
- 5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
- Must have knowledge of key cloud platforms such as AWS, MS Azure or GCP
- Core knowledge of telephony protocols and architecture
- Through understanding of leading AI tools and market trends
- Understanding of modular design
- Hands on experience on designing and implementing best practices related to IVR and NLU
- Through understanding of WEM/WFM and it's interactions with core CCaaS platform
Must have advance certification like :
- CCNP(Cisco Certified Network Professional)
- CCIE(Cisco Contact Center Implementing Enterprise)
- NIce CXOne Core Plus
- GCP (Genesys Cloud Professional)
- Genesys Cloud CX Certified Developer
- Genesys Cloud Certified API Developer
- Genesys Cloud Scripting Certified Specialist
Nice to have:
- Experience with QM and Workforce Management
- Knowledge of AI tools
- Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
- Knowledge of Jira and Scrum is preferable.
- Understanding of 3rd party LLM modules
- Integrations of custom AI engines with CCaaS tools
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