Technical Design Lead
Core
Design and deliver integrated IT solutions for contact center clients, covering infrastructure, security, and multi-channel platforms.
Role type
Senior IC Technology Solution Architect
Builds
Integrated IT solution offerings for client proposals and implementation
Domain
Contact Center Technology / IT Infrastructure / Telephony
Deliverable
product features
Required skills
Solution architecture, multi-channel contact center platforms, network design, telephony systems, information security, business continuity planning, cloud platforms, IVR configuration, SIP trunking, CTI integration, playbook creation
Preferred skills
Automation and digital technologies, third-party provider management
Technologies
Amazon Connect, NICE CXOne, Genesys PureCloud, Natural Language Processing, IVRs, Speech/Text Analytics, email/chat Bots
Responsibilities
Act as single point of contact for IT solutions activities, develop integrated solution designs optimizing costs, support presales teams during RFP phases, define technical requirements adhering to security standards, design contact center solution integrations, document project scope and high-level architecture, drive continuous improvement in IT service delivery
Seniority
Senior, hands-on IC