Senior Solutions Architect
Posted on 2/22/2023
Palo Alto, CA, USA
Experience Level
  • Minimum 10 years' experience in IT related role
  • Minimum 7 years' experience with Contact Center technologies
  • Experience designing, building, and deploying solutions leveraging the following technologies: Spring Boot, MongoDB, Khafka, Redis, Zookeeper, Postgres
  • Excellent verbal and written communication skills, facilitation and presentation skills
  • Ability to interact professionally with a diverse group of stakeholders (senior executives, operations, customer service & partners)
  • Experience designing solutions for On-Prem, Cloud and Hybrid deployments
  • Manage, mentor, coach and train junior staff on an ongoing basis
  • Deep understanding and working knowledge of customer service domain, architecture and contact center platforms, tools and technologies (Cisco, Genesys, Avaya, NICE, Nuance etc.)
  • Multi-media Contact Center (audio/video, chat, SMS, Web)
  • Interactive Voice Recognition (IVR)
  • Agent on the Web
  • Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys and other platforms
  • Understanding of relevant protocols, media integrations, CTI integrations etc
  • Ability to troubleshoot recording issues
  • Working knowledge of designing and implementing IVR solutions; knowledge of dialer solutions / applications
  • Deep knowledge of call flows
  • Demonstrate working knowledge of architecting & implementing WFO solutions across leading contact center platforms
  • Architect and build large-scale solutions, which integrate smoothly in cloud
  • This is a hands on role and will require the candidate to trouble-shoot and do development work as needed
  • Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact center key metrics
  • Familiarity with Dockerized environments
  • Information Technology Infrastructure experience (Server / Database infrastructure)
  • AWS Certified Solution Architect
  • Experience with Ansible
  • Timeliness and quality of implementation
  • Customer satisfaction
  • Innovation
  • Drive large contact center application projects from an architecture and design perspective including:
  • Call routing
  • Multi-site virtual centers
  • Inbound/outbound self-service/queuing and applications
  • Agent desktop applications
  • Also:
  • Architect solutions for public cloud, private cloud, on-prem and hybrid environments
  • Develop advanced analytics solutions (Including Speech Analytics), and Conversational AI solutions
  • Consider best practices pertaining to deployment approach
  • Design Customer Call Flow processes, Natural language Processing (NLP) capabilities, dynamic routing and integration
  • Develop re-usable artifacts, assets, best practices, thought leadership and Point of views related to contact center transformation:
  • Technical white papers
  • Technical proposals
  • Cost proposals and budgetary estimates
  • Influence technical direction and decision making with internal clients in order to enable the delivery of quality for contact center solutions
  • Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, and Analytics Solutions for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a solution architect for internal and external customers

501-1,000 employees

Conversational service automation
Company Overview
Uniphore is disrupting an outdated customer service model and bridging the gap between humans and machines by focusing on conversations.
Company Core Values
  • People First (customers + employees)
  • Innovation
  • Collaboration