Contact Center Solution Architect

2 weeks ago

Philadelphia, United States Axiom Global Full time

WWS ID: 9999
Role: Contact Center Solution Architect
Rate: ***/hour all inclusive
Location: Onsite - 100 Vanguard Boulevard, Malvern, Pennsylvania
Visa Type: USC, GC and H1B - 1 Year of Exp

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Job Description:

Solution Design and Architecture:
• Collaborate with stakeholders to gather and analyze business requirements for contact center solutions.
• Design and architect scalable, reliable, and cost-effective contact center solutions that meet business objectives and align with industry best practices.
• Define system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics.

Technology Evaluation and Selection:
• Evaluate and recommend contact center technologies, platforms, and vendors based on business requirements, technical capabilities, and industry standards.
• Conduct proof-of-concept (POC) projects and technology assessments to validate feasibility and performance of proposed solutions.

Integration and Implementation:
• Define integration requirements and strategies for connecting contact center solutions with existing systems, applications, and third-party services.
• Collaborate with internal IT teams, vendors, and partners to implement and configure contact center solutions, ensuring seamless integration and alignment with business processes.

Performance Optimization and Scalability:
• Identify opportunities to optimize performance, scalability, and efficiency of contact center solutions through system tuning, load balancing, and capacity planning.
• Conduct performance testing and optimization activities to ensure contact center solutions meet performance requirements under varying workloads and conditions.

Security and Compliance:
• Ensure contact center solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2.
• Define security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy.

Documentation and Knowledge Sharing:
• Document solution architecture, design decisions, configurations, and technical specifications.
• Provide guidance, training, and knowledge transfer to internal teams and stakeholders on contact center technologies, best practices, and implementation methodologies.

Skills and qualifications:
• Bachelor's or master's degree in computer science, Information Technology, or related field.
• 10+ years of experience in solution architecture, design, and implementation, with a focus on contact center technologies.
• In-depth knowledge of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM).
• Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.
• Strong understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact center solutions.
• Proficiency in system integration techniques, APIs, web services, and middleware technologies.
• Excellent communication, collaboration, and stakeholder management skills.
• Ability to lead and influence cross-functional teams in a dynamic, fast-paced environment.

Preferred Qualifications:
• Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
• Experience with Agile or DevOps methodologies for software development and deployment.
• Knowledge of emerging contact center trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement.
• Experience in industries such as telecommunications, finance, healthcare, or retail with complex contact center requirements.

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