Contact Center Solution Architect
Contact Center Solution Architect
Posted on :
02-11-2024
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Job Description
Job Title: Contact Center: Solution Architect
Location : Chicago IL
Role and Responsibilities
- The client is seeking an experienced and dedicated Contact Center Solution Architect to join our dynamic team.
- The ideal candidate will have extensive experience in architecting designing deploying and managing scalable secure and reliable Contact center solutions.
- The role involves working closely with clients stakeholders and internal teams to deliver innovative cloudbased solutions that meet business requirements.
- Key Responsibilities:
- Architect role for Contact Center Infrastructure.
- Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.
- Provide technical leadership and guidance to development teams ensuring that solutions are delivered to the highest standards.
- Analyze and optimize applications for performance scalability and costeffectiveness. Implement best practices for optimizing resource usage reducing latency and improving the overall efficiency of cloudbased applications.
- Define program objectives scope deliverables and success criteria in collaboration with stakeholders.
- Identify and manage dependencies between projects within the program.
- Develop and maintain comprehensive architectural documentation ensuring that designs are communicated effectively to stakeholders.
- Collaborate with crossfunctional teams including developers system administrators and business analysts to deliver integrated solutions.
- Act as a point of escalation for complex technical issues providing expertlevel troubleshooting and resolution.
- Responsible to understand solution in depth and how it integrates with other United internal systems to deliver business value.
- The role supports all teams globally works closely with crossfunctional teams including engineering product management operations and executive leadership to achieve project objectives and align them with the companys goals.
- Define program objectives scope deliverables and success criteria in collaboration with stakeholders.
- Identify and manage dependencies between projects within the program.
- Facilitate stakeholder meetings to review progress gather feedback and make informed decisions.
- Implement and manage architecture governance standards and process.
- Identify assess and manage program risks developing mitigation strategies where necessary.
- Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.
- Make recommendations for cost optimization and efficiency improvements.
- Manage vendor relationship.
- Solve/work high impact problems/projects and provide resolution to restore services
- Provide Root Cause Analysis (RCA) post restoration of service
- Design testing approaches complex processes and assist with the automation of repetitive tasks
- Review requirement documents define software requirements and update processes and procedures as necessary
- Ensure ongoing compliance with regulatory requirements
- Conduct project related research
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
Qualifications:
Bachelors degree in computer science Information Technology or a related field. Masters degree is a plus.
10 years of experience driving customer service transformation using Salesforce MS Dynamics or key Agent Desktop platforms.
10 years architecting agent desktop solutions for endtoend customer contact management including Call Pop Case Management Workforce Management Call Routing Operational KPI and best practices of call centers and their operations.
10 or more years of development experience in either Salesforce MS Dynamics NICE CXone and or Genesys CX environments.
10 or more years handson experience of software development to include design custom and common coding (JavaScript nodejs Angular) and testing of real time systems.
5 or more years experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.
Understanding of OOP and efficient programming concepts to reduce tech debts.
Experience with enterprise level CCaaS architecture for complex business needs.
Experience creating and presenting to executive level stakeholders (technical and nontechnical).
Excellent customerfacing presentation skills with the ability to develop new solution pitches value propositions and demo experiences.
Existing knowledge and/or industry certifications for one of these Salesforce MS Dynamics NICE CXone and or Genesys CX and process automation technologies
Contact Center as a Service (CCaaS) software management and domain experience.
One of these MS Dynamics Genesys CX Salesforce Architect Experience Nice CXone Studio experience
Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering programming languages integration and/or databases.
Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Proficiency in productivity applications like Confluence JIRA draw.io.
Analytical inquisitive service & teamoriented friendly demeanor early adopter.
Ability to establish and maintain strong working relationships with key internal associates and partners.
Selfmotivated attention to detail and excellent judgment skills.
5 or more years experience as a Contact Center Solution Architect with a strong focus on architectural design implementation and support of cloud contact center solutions.
Knowledge of cloud security best practices and tools (e.g. IAM KMS Security Groups etc.)
Experience with CI/CD pipelines and tools such as Jenkins GitLab or AWS CodePipeline.
Experience with containerization technologies such as Docker and Kubernetes.
Proven experience in application optimization including performance tuning resource allocation and scaling strategies.
Excellent communication and interpersonal skills.
Strong problemsolving abilities and attention to detail.
Ability to work effectively in a fastpaced collaborative environment.
Leadership skills with the ability to mentor and guide junior team members.
Strategic thinking and the ability to align technical solutions with business goals.
Familiarity with Agile/Scrum methodologies.Employment Type
Full Time
Key Skills
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