About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

The Contact Center as a Service (Ccaas) Architect is responsible for leading the design, implementation, and management of cloud-based contact center infrastructure. Develops and designs cloud-based contact center solutions tailored to organizational needs, ensuring scalability and reliability, while maximizing automation of platform functions. Oversees the deployment and integration of CCaaS solutions across various platforms, ensuring alignment with business goals. Responsible for ensuring the solution is scalable, resilient, and optimized for exceptional customer experiences.

Essential Functions:

Design & Implementation: Architect and implement CCaaS solutions using Terraform to provision and manage infrastructure across multiple cloud providers.
Collaboration: Work collaboratively with cross-functional teams to define requirements, develop architectures, and implement best practices for CCaaS deployments.
Automation: Automate the provisioning, configuration, and deployment of CCaaS components using Terraform modules and scripts.
Performance Monitoring: Monitor and optimize contact center performance to ensure high availability and scalability in response to business demands.
Technology Trends: Stay current on emerging CCaaS technologies and industry trends, identifying opportunities to leverage new tools and capabilities.

Job Specifications & Role Based Competencies - Knowledge, Skills & Abilities:

Education: Bachelor’s or Master’s degree in Data Science, Statistics, Computer Science, Mathematics, or a related technical field or comparable technical experience.

Experience: 7+ years of experience building out the architecture and implementation of CCaaS in a Team Lead or Architect role. 3+ years of hands-on experience with Terraform, including module development and infrastructure as code practices. 3+ years of experience with Amazon Connect and a proven track record in architecting and implementing CCaaS solutions. Team Lead or Management experience is a plus.

Role Based Competencies (Knowledge, Skills & Abilities):

7+ years of experience in CCaaS architecture and implementation.
3+ years of hands-on experience with Terraform, including module development and infrastructure as code practices.
Strong knowledge of cloud platforms (AWS, Azure, GCP) and their associated CCaaS offerings.
Experience with VoIP, SIP, and other telephony protocols.
Excellent communication and collaboration skills, with the ability to work effectively with technical and non-technical stakeholders.

Working Relationships: This candidate will work closely with IT, DevOps, Engineering, Product, and CC.

Hiring In:

United States: AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA, CA
Canada: Province of Ontario
#LI-REMOTE

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

To review Agero’s privacy policy click the link: https://www.agero.com/privacy.

***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact [email protected].

***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero’s recruiting team directly at [email protected].

Ccaas Architect

Remote

Agero

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