Contact Center Solution Architect

2 weeks ago

Beaverton, United States Careerbuilder-US Full time

Role: Contact Center Solution Architect
Duration: 7 Months
Location: Tualatin, OR (Hybrid)

Key Skills: Solution Design, Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud, IVR systems, ACD systems, CTI integrations

Overview:

  • We are looking for an experienced Contact Center Solution Architect to join our Customer Application team.
  • As the Solution Architect, we are seeking someone to play a critical role in designing, implementing, and optimizing contact center solutions for our clients.
  • The role will design and develop the architecture (integrated process, applications, data, and technology) solutions to our Contact Center Operations problems in alignment with the enterprise architecture direction and standards.
  • This role will perform technical planning, architecture development and modification of specifications.
  • Client has recently implemented and upgraded to Cisco WxCCE and we seek to leverage the new cloud platform and continue to reduce the complexity and increase reliability of our systems.
  • We are also continuing to focus on advancing functions to support our Contact Center Advisors and Customers, leveraging GenAI and maximizing our use of our applications.
  • This role will be responsible for researching and developing specifications for new products/services, applications, and service offerings on this new technology stack.
  • This work will result in a technology roadmap for the future.


Qualifications:

  • Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
  • Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
  • Experience with contact center platforms such as Cisco, or similar.
  • Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
  • Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
  • Excellent communication, presentation, and stakeholder management skills.
  • Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.


Key Responsibilities:

  • Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
  • Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
  • Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
  • Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
  • Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
  • Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
  • Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
  • Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
  • Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.

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