Contact Center Architect

Contact Center Architect

• 12-20 Yrs.

For Contact Center Architect

• Solution design and implementation experience in Cloud Contact Center such as Five9, NICE CXone, Genesys Cloud.

• At least one year of experience in Cloud Contact Center design and implementation.

• Ability to layout design approach for integrating Cloud Contact Center with Enterprise Business Applications.

• Ability to conduct solution reviews with customer's leadership team and Architecture Board.

• Ability to design the solution in compliance with customer's security standards.

• Ability to callout risks if any in the early stage of the project.

• Ability to mentor or guide implementation team.

• Design

• Accountable IT team member for cloud contact center (CCaaS) architecture and standards development.

• Creating approach to Configure inbound phone numbers (National tollfree and DID numbers), Configure Caller ID display for outbound calls

• Review of BYOC (Bring Your Own Carrier) trunks for inbound and outbound voice

• Collaborate with integration partners for setting up SIP trunk over internet.

• API consultancy for Customer to enable Live Chat links on the web portals and apps

• Responsible for leadership and delivery of project-based assignments that encompass system architecture, proof-of-concept and deployment

• Strong customer relationship skills and willingness to lead customers through successful challenging projects which includes estimating, scoping, and writing effective statements of work that clearly set expectations and limit risk.

• Develop and implement Use cases

• Strategy for Go-live support and stabilization.

• Help in reviewing performance and capacity requests as well as design solution resolution.