CCaaS Architect

Responsibilities:

Solution Architecture: Design and develop comprehensive CCaaS solutions that meet the unique needs of our clients, leveraging industry-leading technologies and platforms.
Technical Leadership: Provide technical guidance and mentorship to project teams, ensuring adherence to best practices and standards.
Integration: Integrate CCaaS solutions with other enterprise systems and applications, such as CRM, ERP, and BI tools.
Proof of Concepts: Conduct proof of concepts and pilots to evaluate new technologies and platforms for suitability in our CCaaS offerings.
Documentation: Create detailed technical documentation, including architecture diagrams, design specifications, and implementation plans.
Problem Solving: Identify and troubleshoot technical issues related to CCaaS solutions, working closely with development and operations teams to resolve problems.
Stay Up-to-Date: Keep abreast of the latest trends and innovations in the CCaaS industry to ensure our solutions remain competitive.

Qualifications:

Experience in designing and implementing contact center solutions.
Strong understanding and experience with building IVR systems with Cloud based CCaaS platforms: Google CCAI Platform, Genesys Cloud, Amazon Connect, Five9, Cisco, Avaya
Expertise in cloud-based infrastructure and platforms (AWS, Azure, GCP)
Experience with integration technologies (APIs, web services, messaging, CMS, Ticketing systems, Back office applications).
Understanding of concepts like Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), and Call routing, Queues, RTI, Queue management, skill-based routing, and escalation paths
Should be aware of operations performed by Live Agents during a chat/call ex: Disposition codes, AHT, Warm Transfer/Cold Transfer etc
Should have experience in Design and implement call flows, agent scripts, and customer workflows.
Proven ability to work independently and as part of a team
Excellent communication and interpersonal skills.
Strong problem-solving and analytical skills

Preferred qualifications:

Experience in building omni-channel solutions (voice, chat, email, SMS, social media) to provide seamless customer experiences across various touchpoints.
Experience with contact center analytics and reporting tools.
Knowledge of industry standards and compliance requirements (e.g., PCI DSS, HIPAA).