Job Description
Job Description
Job Description:
We are seeking a forward-thinking Contact Center Architect to lead the design and implementation of cutting-edge cloud-based contact center solutions. This role plays a critical part in shaping the future of customer experience by leveraging modern architectures, AI technologies, and multi-channel capabilities.
Responsibilities
Lead the design and implementation of micro-services-based architectures for cloud contact center solutions.
Develop and implement innovative digital contact center solutions that incorporate AI technologies (e.g., chatbots, voice bots, sentiment analysis) and support multi-channel interactions (voice, chat, video, social media).
Collaborate with cross-functional teams (engineering, product, operations) to ensure seamless integration of CCaS solutions with other enterprise systems.
Stay abreast of the latest advancements in contact center technologies and cloud platforms and translate those innovations into actionable strategies.
Provide thought leadership and guidance on contact center transformation initiatives, including process optimization, workforce management, and customer journey mapping.
Contribute to the development of best practices and standards for CCaS architecture and implementation.
Proven expertise in designing and implementing contact center architectures, including micro-services-based approaches.
Strong understanding of AI/ML technologies and their application within the contact center domain.
Experience in designing and implementing multi-channel contact center solutions across voice, chat, video, and social media.
Experience in one or more relevant industry domains (e.g., insurance, utilities, healthcare) is a plus.
Qualifications
Qualifications:
Bachelor’s/Master’s degree in Computer Science, Information Technology, or a related field.
Certifications in relevant CCaS technologies (e.g., AWS Certified Solutions Architect – Contact Center).
Contributions to open-source projects or publications related to contact center technologies.
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