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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.
