Responsibilities:

• 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

Requirements:

• 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

Mandatory Skills:

• 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

Good to have skills:

• 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