FSRC-BT INS-CCaaS Solution Architect

At EY, we're all in to shape your future with confidence.

We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.

Join EY and help to build a better working world.

Role - CCaaS Solution Architect

Responsibilities, Skills And Expertise -

Act as a trusted advisor in understanding and analysing client's business and technology problem / vision, conduct current state assessment with stakeholders via workshop, questionnaire, interview etc, analyse the collected datapoints / artifacts and provide meaningful insights / recommendations for future state design.

CCaaS Solution Architect :

• Hands-on experience designing future state and transition state architecture plans for large scale CCaaS migrations (Insurance a plus).
• Partner with business and tech to help align on future state contact center / service tech architecture.
• Map high-level designs into detailed CCaaS platform-specific architectural blueprints.
• Act as an advisor for both Tech & Ops leadership when making platform and integration choices.
• Experienced and certified in at least two CCaaS platforms (Amazon Connect, Genesys Cloud CX, Five9, Google, NICE).

Tech / Tools Skills : Should have solid hands-on experience in Design Collaboration tools (Mural / Miro / PPT / Visio).

Must have vertical & Industry Experience in Insurance Contact Centre transformation.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Skills Required

five9, Ppt, Amazon Connect, Visio, MIRO