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Job Description

We are seeking a proficient Contact Center Solutions Architect with expertise in both on-premises and CCaaS (Contact Center as a Service) platforms. The ideal candidate will have deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration. This role involves assessing the current contact center architecture and designing a migration roadmap to a CCaaS platform, along with recommending solutions for platform modernization.

Key Responsibilities:

-Assess the current contact center architecture and design a migration roadmap to a CCaaS platform.

-Provide solution architecture recommendations for platform modernization.

-Utilize deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.

-Apply knowledge of routing logic and workforce management (WFM) to optimize contact center operations.

-Identify opportunities to enhance customer experience using AI technologies such as intent detection, virtual assistants, predictive routing, sentiment analysis, and more.

-Collaborate with internal application teams to define data-driven automation use cases and implementation strategies.

-Work closely with IT, customer service operations, business teams, and external CCaaS vendors.

-Participate in vendor evaluations and the selection process for CCaaS and AI solutions.

-Conduct interviews with various business stakeholders to understand their contact center needs and the impact on downstream applications.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

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Skills and Requirements

-5-15 years of hands on Solution Architect experience

-Proven experience in contact center solutions, both on-premises and CCaaS.

-Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.

-Strong understanding of routing logic and workforce management (WFM).

-Experience with AI technologies for enhancing customer experience.

-Excellent communication and interpersonal skills.

-Ability to collaborate effectively with cross-functional teams.

-Bachelor's degree in a related field (preferred). -Experience in solution architecture and platform modernization.

-Familiarity with vendor evaluation and selection processes.

-Knowledge of data-driven automation use cases. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].