CRM Solution Architect
CRM Solution Architect
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1 Vacancy
Job Description
Position: CRM Solution Architect
Location: Chicago IL
Duration: 12Months contract
Remote/Onsite: Hybrid Mode (Candidate must be local or Willing to relocate.)
Relocation assistance: No Relocation charges provided
Job Description:
We are seeking a skilled and innovative Contact Center Enterprise Architect to lead the design development and optimization of our enterprise contact center solutions. This role emphasizes expertise in push notification systems and mobilecentric platforms including mobile integration ensuring seamless and highquality customer interactions.
Key Responsibilities:
Architecture Design & Strategy:
Develop and implement scalable secure and efficient enterprise architecture for contact centers ensuring alignment with business objectives.
Push Notifications Expertise:
Architect and implement advanced push notification frameworks to enhance customer engagement and realtime communication capabilities.
Mobile Platform Integration:
Collaborate with crossfunctional teams to integrate and optimize mobile features for an enhanced mobile user experience.
Technology Stack Management:
Evaluate and select appropriate tools frameworks and platforms for contact center operations including IVR systems chatbots and communication APIs.
Scalability and Reliability:
Ensure the contact center solutions can handle peak loads and scale effectively while maintaining high availability and low latency.
Compliance and Security:
Incorporate industry standards and regulatory requirements into the architecture ensuring data protection and system integrity.
Stakeholder Collaboration:
Work closely with product managers developers and business stakeholders to translate requirements into actionable architectural designs.
Innovation:
Stay updated with emerging technologies and trends in contact centers push notifications and mobile ecosystems to drive continuous improvement.
Qualifications:
Bachelors or Masters degree in Computer Science Information Systems or a related field.
Proven experience as an Enterprise Architect ideally within contact center environments.
Strong knowledge of push notification services (e.g. Firebase Apple Push Notification Service etc.).
Expertise in mobile platforms and mobile.com integration.
Familiarity with cloudbased contact center solutions (e.g. AWS Connect Genesys Cloud Cisco Contact Center).
Proficiency in communication protocols (e.g. SIP WebRTC) and APIs (e.g. Twilio Nexmo).
Handson experience with omnichannel customer service technologies (voice chat email SMS).
Strong understanding of security scalability and highavailability design principles.
Excellent problemsolving communication and leadership skills.
Preferred Skills:
Certifications in Enterprise Architecture frameworks (e.g. TOGAF Zachman).
Experience with AIdriven contact center technologies like NLP and ML.
Familiarity with Agile methodologies and DevOps practices.
Prior experience in industries such as telecom retail or finance.
Employment Type
Full Time
