Systems Solutions Architect
Core
Design, develop, and maintain the enterprise Contact Center as a Service (CCaaS) platform, ensuring alignment with business goals and customer needs.
Role type
Senior Systems Solutions Architect (CCaaS)
Builds
CCaaS platform capabilities, integrations with CRM and enterprise systems, and omnichannel customer journeys
Domain
Logistics / Contact Center Technology
Deliverable
production ML models | product features | infrastructure
Required skills
CCaaS platform architecture, telephony and network infrastructure (SIP, VoIP), CRM integration, Workforce Management (WFM), Agile delivery, stakeholder management
Preferred skills
IVA design, Quality Management (QM), contact center analytics, cloud/hybrid environments
Technologies
Genesys Cloud, NICE CXone, Amazon Connect, Five9, Salesforce, Microsoft Dynamics, Verient
Responsibilities
Develop and execute the CCaaS platform roadmap; oversee architecture, design, and maintenance of the platform; lead integration of CCaaS solutions with enterprise systems; manage vendor relationships and technical decision-making; guide Agile delivery practices
Seniority
Senior, hands-on IC
