Contact Center Architect - Cloud based Solutions

SUMMARY:
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POSITION INFO:

Job Description

Job Description:

We are seeking a forward-thinking Contact Center Architect to lead the design and implementation of cutting-edge cloud-based contact center solutions. This role plays a critical part in shaping the future of customer experience by leveraging modern architectures, AI technologies, and multi-channel capabilities.

Responsibilities

Lead the design and implementation of micro-services-based architectures for cloud contact center solutions.
• Develop and implement innovative digital contact center solutions that incorporate AI technologies (e.g., chatbots, voice bots, sentiment analysis) and support multi-channel interactions (voice, chat, video, social media).
• Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration of CCaS solutions with other enterprise systems.
• Stay abreast of the latest advancements in contact center technologies and cloud platforms and translate those innovations into actionable strategies.
• Provide thought leadership and guidance on contact center transformation initiatives, including process optimization, workforce management, and customer journey mapping.
• Contribute to the development of best practices and standards for CCaS architecture and implementation.
• Proven expertise in designing and implementing contact center architectures, including micro-services-based approaches.
• Strong understanding of AI/ML technologies and their application within the contact center domain.
• Experience in designing and implementing multi-channel contact center solutions across voice, chat, video, and social media.
• Experience in one or more relevant industry domains (e.g., insurance, utilities, healthcare) is a plus.

Qualifications

Qualifications:
• Bachelor's/Master's degree in Computer Science, Information Technology, or a related field.
• Certifications in relevant CCaS technologies (e.g., AWS Certified Solutions Architect - Contact Center).
• Contributions to open-source projects or publications related to contact center technologies.