Lead Cloud Contact Center Engineer

Description : About the Job :

We are seeking a highly experienced and technically proficient Cloud Contact Center Lead & Architect to drive the design, implementation, and optimization of cutting-edge contact center solutions across our organization. This is a critical role for a seasoned professional with a deep background in leading cloud-based contact center platforms. You will be the technical authority and primary client-facing point for high-stakes projects, ensuring our contact center architecture aligns perfectly with business goals and leverages the latest in AI innovation.

Experience : 12 - 15 years

Notice Period : Immediate Joiners Highly Preferred

Location : PAN India

Work Mode : Hybrid

Key Responsibilities :

Architectural Design and Strategy :

• Design and Architect robust, scalable, and secure Cloud Contact Center solutions, primarily focusing on Genesys Cloud CX, Amazon Connect, and Nice CXOne.
• Translate complex business requirements and customer service operations needs into detailed technical architecture and implementation plans.
• Lead and conduct Customer Service Operations assessments and benchmarking to identify areas for technological improvement and efficiency.
• Define best practices, standards, and governance policies for contact center solution deployment and management.

Implementation and Integration :

Technical Leadership and Client Engagement :

Innovation and AI :

Desired Skills and Qualifications :

Core Technical Expertise :

Business and Strategic Acumen :

Emerging Technologies :

(ref : hirist.tech)