• Contact Center Solution Architect - Manager

    Cognizant (Phoenix, AZ)


    About the role

     

    As a Lead Architect - Technology, you will make an impact by assessing the current Genesys architecture (InfoMart UCS GAAP SpeechMiner WFM Routing etc.) and design a migration roadmap to a CCaaS platform.

    In this role, you will:

    + Work closely with IT customer service operations business teams and external CCaaS vendors

    + Participate in vendor evaluations and selection process for CCaaS and AI solutions

    + Assess the current Genesys architecture InfoMart UCS GAAP SpeechMiner WFM Routing etc. and design a migration roadmap to a CCaaS platform.

    + Evaluate and recommend which components of Genesys should be migrated retired or replaced.

    + Guide team on migration and integration of WFM functionalities ensuring alignment with forecasting scheduling and intraday management requirements.

    + Identify opportunities to enhance customer experience using AI intent detection virtual assistants predictive routing sentiment analysis and more.

    + Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy

    + Work closely with IT customer service operations business teams and external CCaaS vendors

    + Assess the current Genesys architecture InfoMart UCS GAAP SpeechMiner WFM Routing etc. and design a migration roadmap to a CCaaS platform.

    + Evaluate and recommend which components of Genesys should be migrated retired or replaced.

    + Participate in vendor evaluations and selection process for CCaaS and AI solutions

    + Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact

    Work model:

    We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid in Phoenix, AZ. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

     

    The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

    What you need to have to be considered** **:

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

    + Experience guiding team on migration and integration of WFM functionalities ensuring alignment with forecast

    + Knowledge of Routing Logic & WFM

     

    We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

     

    Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.