Contact Center Solutions Architect

3 days ago

Chicago, United States PTR Global Full time

The client is seeking an experienced and dedicated Contact Center Solution Architect to join our dynamic team. The ideal candidate will have extensive experience in architecting, designing, deploying, and managing scalable, secure, and reliable Contact center solutions. The role involves working closely with clients, stakeholders, and internal teams to deliver innovative cloud-based solutions that meet business requirements.


Key Responsibilities:

• Architect role for Contact Center Infrastructure.

• Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.

• Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards.

• Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.

• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.

• Identify and manage dependencies between projects within the program.

• Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.

• Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.

• Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.

• Responsible to understand solution in depth and how it integrates with other internal systems to deliver business value.

• The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company’s goals.

• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.

• Identify and manage dependencies between projects within the program.

• Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.

• Implement and manage architecture governance standards and process.

• Identify, assess, and manage program risks, developing mitigation strategies where necessary.

• Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.

• Make recommendations for cost optimization and efficiency improvements.

• Manage vendor relationship.

• Solve/work high impact problems/projects, and provide resolution to restore services

• Provide Root Cause Analysis (RCA) post restoration of service

• Design testing approaches, complex processes, and assist with the automation of repetitive tasks

• Review requirement documents, define software requirements and update processes and procedures as necessary

• Ensure ongoing compliance with regulatory requirements

• Conduct project related research

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.


Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree is a plus.

• 10+ years of experience driving customer service transformation using Salesforce, MS Dynamics, or key Agent Desktop platforms.

• 10+ years architecting agent desktop solutions for end-to-end customer contact management including Call Pop, Case Management, Workforce Management, Call Routing, Operational KPI and best practices of call centers and their operations.

• 10 or more years of development experience in either Salesforce, MS Dynamics, NICE CXone and or Genesys CX environments.

• 10 or more years hands-on experience of software development, to include design, custom and common coding (JavaScript, nodejs, Angular), and testing of real time systems.

• 5 or more years’ experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.

• Understanding of OOP and efficient programming concepts to reduce tech debts.

• 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 one of these - Salesforce, MS Dynamics, NICE CXone and or Genesys CX and process automation technologies

• Contact Center as a Service (CCaaS) software management and domain experience.

• One of these - MS Dynamics, Genesys CX , Salesforce Architect Experience, Nice CXone Studio experience

  • Contact Center Solutions Architect

    2 months ago

    Chicago, United States PTR Global Full time

    The client is seeking an experienced and dedicated Contact Center Solution Architect to join our dynamic team. The ideal candidate will have extensive experience in architecting, designing, deploying, and managing scalable, secure, and reliable Contact center solutions. The role involves working closely with clients, stakeholders, and internal teams to...

  • Cloud Contact Center Solutions Architect

    2 weeks ago

    Chicago, Illinois, United States PTR Global Full time

    Company OverviewPTR Global is a leading provider of innovative customer service solutions, seeking an experienced Cloud Contact Center Solutions Architect to join our dynamic team. Our company is committed to delivering cutting-edge solutions that meet the evolving needs of our clients.Estimated Salary: $120,000 - $180,000 per year.Job DescriptionWe are...

  • Enterprise Contact Center Solution Designer

    2 weeks ago

    Chicago, Illinois, United States PTR Global Full time

    About the RolePTR Global is seeking an Enterprise Contact Center Solution Designer to join our team. As a senior-level professional with 10+ years of experience in designing and deploying contact center solutions, you will play a critical role in architecting scalable, secure, and reliable cloud-based contact center solutions. Your expertise will enable us...

  • AWS Cloud Architect

    2 weeks ago

    Chicago, Illinois, United States The Hartford Full time

    As an AWS Cloud Architect for Contact Centers, you will play a key role in designing and implementing scalable, secure, and efficient contact center solutions using Amazon Connect. This includes integrating Amazon Connect with other AWS services such as Amazon Lex, AWS Lambda, Amazon S3, and Amazon Kinesis. You will also provide technical guidance and...

  • Senior Solutions Architect

    4 weeks ago

    Chicago, United States Mindlance Full time

    Client : Airlines/Aerospace/AviationTitle : Call Center Ops Architect/Contact Center Ops Architect/Call Center Operations Architect/Contact Center Operations Architect/Call Center Solutions Architect/Contact Center Solutions ArchitectLocation : Chicago, IL 60606Duration : 10 monthsJob Description:Top 3 skill sets required for this role:Propose IT future...

  • Onsite Contact Center Architect

    4 weeks ago

    Chicago, United States Resource Informatics Group, Inc Full time

    Role: Contact Center ArchitectClient location: Chicago, IL - Onsite Start: ASAPDuration: 6-9 Months Prefer USC /GC (unfortunately customer unable to sponsor for this opportunity)JDIdentify and manage dependencies between projects within the program.Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated...

  • Solution Architect

    2 months ago

    Chicago, United States Motorola Solutions Full time

    Company OverviewAt Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part...

  • Solution Architect

    3 weeks ago

    Chicago, United States Motorola Solutions Full time

    Company OverviewAt Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part...

  • Omnichannel Solutions Architect

    2 months ago

    chicago, United States PTR Global Full time

    The client is seeking an experienced and dedicated Contact Center Solution Architect to join our dynamic team. The ideal candidate will have extensive experience in architecting, designing, deploying, and managing scalable, secure, and reliable Contact center solutions. The role involves working closely with clients, stakeholders, and internal teams to...

  • Technical Solutions Architect

    1 week ago

    Chicago, Illinois, United States Specialty Company Full time

    **Job Title:** Technical Solutions ArchitectA Specialty Salesforce Consulting company is seeking a skilled Technical Solutions Architect to spearhead the design and implementation of advanced customer service solutions.**Estimated Salary Range:** $120,000 - $180,000 per annumJob Description:We are looking for an experienced and dynamic Technical Solutions...

  • Solutions Architect

    4 weeks ago

    Chicago, United States World Wide Technology Full time

    Company Overview:World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation we inspire, build and deliver business results, from idea to outcome.Based in St. Louis, WWT works closely with industry leaders such as Cisco, HPE, Dell EMC, NetApp, VMware, Intel, AWS, Microsoft, and F5,...

  • Solutions Architect

    2 months ago

    chicago, United States World Wide Technology Full time

    Company Overview:World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation we inspire, build and deliver business results, from idea to outcome.Based in St. Louis, WWT works closely with industry leaders such as Cisco, HPE, Dell EMC, NetApp, VMware, Intel, AWS, Microsoft, and F5,...

  • Solutions Architect

    2 months ago

    Chicago, United States World Wide Technology Full time

    Company Overview:World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation we inspire, build and deliver business results, from idea to outcome.Based in St. Louis, WWT works closely with industry leaders such as Cisco, HPE, Dell EMC, NetApp, VMware, Intel, AWS, Microsoft, and F5,...

  • Solutions Architect

    3 days ago

    Chicago, United States World Wide Technology Full time

    Company Overview:World Wide Technology (WWT) is a global technology integrator and supply chain solutions provider. Through our culture of innovation we inspire, build and deliver business results, from idea to outcome.Based in St. Louis, WWT works closely with industry leaders such as Cisco, HPE, Dell EMC, NetApp, VMware, Intel, AWS, Microsoft, and F5,...

  • Solutions Architect

    3 weeks ago

    Chicago, United States Fortinet Full time

    The Service Provider (MSSP) Solutions Architect will become the center of excellence for specific managed solutions and associated Fortinet portfolio elements. The Service Provider (MSSP) Solutions Architect must be comfortable presenting to executives, technical leaders, and operational level partners and be able to demonstrate managed and multitenant...

  • Mindlance | Senior Solutions Architect | chicago, il

    4 weeks ago

    chicago, United States Mindlance Full time

    Client : Airlines/Aerospace/AviationTitle : Call Center Ops Architect/Contact Center Ops Architect/Call Center Operations Architect/Contact Center Operations Architect/Call Center Solutions Architect/Contact Center Solutions ArchitectLocation : Chicago, IL 60606Duration : 10 monthsJob Description:Top 3 skill sets required for this role:Propose IT future...

  • Technical Lead for Contact Center Solutions

    2 weeks ago

    Chicago, Illinois, United States The Hartford Full time

    The Hartford is a leader in insurance and financial services, dedicated to helping individuals and businesses achieve their goals. As a Cloud Engineer, you will play a critical role in shaping our contact center solutions using Amazon Connect.You will design, implement, and optimize cloud-based contact center solutions, working closely with cross-functional...

  • Strategic Architect

    4 weeks ago

    Chicago, Illinois, United States Northern Trust Full time

    About Northern TrustA Fortune 500 company and a globally recognized, award-winning financial institution that has been in continuous operation since 1889.We provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and...

  • Public Safety Solutions Architect

    1 week ago

    Chicago, Illinois, United States Motorola Solutions Full time

    The Motorola Solutions team is seeking a highly skilled Public Safety Solutions Architect to join our International Command Center Software (CCSW) Presales team.About the Role:This position will be responsible for providing technical guidance and support to sales teams in Latin America, focusing on NG9-1-1 Call Handling solutions.You will collaborate with...

  • System Architect

    5 days ago

    Chicago, Illinois, United States Rush Full time

    Job DescriptionLeverage your expertise in system architecture to design and implement scalable contact center solutions using Genesys.Lead and monitor mid-size to large-scale projects within multiple functional departments.Collaborate with end-users to achieve application integration and meet clinical requirements.ResponsibilitiesDesign, develop, and...