Cloud Contact Center Architect

ConfidentialBengaluru / Bangalore, India

5 days ago

Job description

Our technology services client is seeking multiple Cloud Contact Center Architect to join their team on a contract basis. These positions offer a strong potential for conversion to full-time employment upon completion of the initial contract period. Below are further details about the role :

Role : Cloud Contact Center Architect

Experience : 12- 15 Years

Location : Bengaluru, PAN India

Notice Period : Immediate- 15 Days

Mandatory Skills : Cloud Contact Center, Genesys, Amazon Connect, CRM platforms

Job Description :

We are seeking a highly experienced Contact Center Architect with 12 to 15 years of experience to join our team
As a Contact Center Architect you will be responsible for designing and architecting Genesys Cloud CXAmazon Connect Nice CXOne solutions based on business requirements and technical considerations
You will collaborate with stakeholders lead the implementation and configuration of respective Contact center platforms solutions and oversee the integration with other systems and applications
Additionally you will be the SPOC for the clients and also provide technical guidance and support to the contact center team to troubleshoot complex technical issues and stay UpToDate with the latest AI features and capabilities across the contact center platforms Genesys Cloud CX, Amazon Connect Nice CXOne

Responsibilities :

Design and architect Cloud Contact Center solutions using Genesys, Amazon Connect Nice CXOne based on business requirements and technical considerations

Collaborate with stakeholders including business analysts developers and infrastructure teams to understand project objectives and create robust Cloud contact center solution designs

Lead the implementation and configuration of Cloud Contact Center solutions ensuring they align with best practices and industry standards

Oversee the integration of contact center platform with other systems and applications such as CRM platforms ITSM contact center tools and databases

Define and document technical specifications system configurations and workflows

Provide technical guidance and support to development teams during the implementation and testing phases

Troubleshoot and resolve complex technical issues related to Cloud deployments

Stay UpToDate with the latest AI features across contact center platforms and capabilities and recommend innovative solutions to enhance customer experience and contact center efficiency

Conduct performance assessments capacity planning and security reviews for Contact center environments

Desired Skills

Should have sound knowledge and hands on experience of 12 to 15 years with Cloud Contact Center platform architecture and implementation Genesys cloud, Amazon Connect Nice CXOne

Strong knowledge of Customer Service Operations and experience in leading Customer Service operations assessment benchmarking

Gen AI exposure to any of the LLMs

Experience implementing multichannel self-service, IVR and OmniChannel Orchestration Routing

In-depth knowledge and hands-on experience with Voice and Nonvoice applications solutioning using tools

Proven ability to identify customer needs through technical benefits assessment and build the business value of the solution

Knowledge of on-premises on-cloud hybrid cloud and cloud economics including pricing strategy

Experience in Assessment Designing Migration and transformation of Contact center platforms

Hands-on experience with embedding dialer into SaaS Applications like Salesforce Zendesk ServiceNow and custom Apps

Hands-on experience with the implementation of Virtual Agent Amazon Lex Google CCAI Agent Assist knowledge base caller intent identification capabilities

Experience in integrating contact center platforms to retrieve data from Database or API

If you are interested, share the updated resume to [HIDDEN TEXT]

Skills Required

Ivr, Genesys, Amazon Connect

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Cloud Architect • Bengaluru / Bangalore, India

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