Systems Solutions Architect
Required skills
Strong leadership and people-management skills with the ability to motivate and develop technical teams, Excellent communication, interpersonal, and stakeholder-management skills, Proficiency in Agile development methodologies, Deep understanding of IVR design, call flows, and omnichannel communication strategies, Broad architectural knowledge covering cloud, hybrid, and enterprise environments
Preferred skills
Familiarity with Workforce Management (WFM), Quality Management (QM), and contact center analytics
Technologies
Genesys Cloud, NICE CXone, Amazon Connect, Five9, Salesforce, Microsoft Dynamics, SIP, VoIP, call routing, contact center architecture, IVA solutions, Work force management (verient)
Responsibilities
Develop and execute the CCaaS platform roadmap, Identify opportunities to enhance platform capabilities through innovation, automation, and emerging technologies, Stay current with industry trends, vendor capabilities, and best practices across contact center and CCaaS technologies, Collaborate with product management, sales, marketing, and other stakeholders to define, prioritize, and deliver new features and enhancements, Overseer the architecture, design, development, implementation, and ongoing maintenance of the CCaaS platform, Ensure solutions meet enterprise standards for reliability, scalability, security, and performance, Monitor system performance, availability, and capacity, proactively identifying and resolving risks or issues, Lead and guide the integration of CCaaS solutions with enterprise systems, including CRM platforms and other third-party applications, Ensure best practices in IVA design, datastores, call flows, routing strategies, and omnichannel customer journeys, Lead Agile delivery practices, including sprint planning, stand-ups, reviews, and retrospectives, Collaborate with CCaaS vendors and technology partners to ensure quality delivery and alignment with architectural standards, Act as a key liaison between development teams, architects, operations, and internal business stakeholders, Provide regular updates on platform performance, delivery status, risks, dependencies, and milestones, Support governance, technical decision-making, and long-term platform planning activities
Seniority
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Domain
Contact Center as a Service (CCaaS)