As a Contact Center Solution Architect, you will be responsible for designing and implementing end-to-end contact center solutions that meet the business requirements and objectives of our organization. You will work closely with stakeholders to understand their needs, assess technology options, and architect solutions that optimize performance, scalability, and customer experience.
Responsibilities:
- Collaborate with stakeholders to gather and analyze business requirements for contact center solutions.
- Design and architect scalable, reliable, and cost-effective contact center solutions that meet business objectives and align with industry best practices.
- Define system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics.
- Technology Evaluation and Selection:
- Evaluate and recommend contact center technologies, platforms, and vendors based on business requirements, technical capabilities, and industry standards.
- Conduct proof-of-concept (POC) projects and technology assessments to validate feasibility and performance of proposed solutions.
- Define integration requirements and strategies for connecting contact center solutions with existing systems, applications, and third-party services.
- Collaborate with internal IT teams, vendors, and partners to implement and configure contact center solutions, ensuring seamless integration and alignment with business processes.
Performance Optimization and Scalability: - Identify opportunities to optimize performance, scalability, and efficiency of contact center solutions through system tuning, load balancing, and capacity planning.
- Conduct performance testing and optimization activities to ensure contact center solutions meet performance requirements under varying workloads and conditions.
- Ensure contact center solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2.
- Define security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy.
- Document solution architecture, design decisions, configurations, and technical specifications.
- Provide guidance, training, and knowledge transfer to internal teams and stakeholders on contact center technologies, best practices, and implementation methodologies.
Skills and qualifications:
- Bachelor’s or master’s degree in computer science, Information Technology, or related field.
- 10+ years of experience in solution architecture, design, and implementation, with a focus on contact center technologies.
- In-depth knowledge of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM).
- Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.
- Strong understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact center solutions.
- Proficiency in system integration techniques, APIs, web services, and middleware technologies.
- Excellent communication, collaboration, and stakeholder management skills.
- Ability to lead and influence cross-functional teams in a dynamic, fast-paced environment.
Preferred Qualifications:
- Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
- Experience with Agile or DevOps methodologies for software development and deployment.
- Knowledge of emerging contact center trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement.
- Experience in industries such as telecommunications, finance, healthcare, or retail with complex contact center requirements