Contact Center Solutions Architect

Overview

Contact Center Solutions Architect responsible for architecture, design, and development of next-generation customer contact capabilities and omni-channel servicing.

What you'll do

• Design and develop a global next-generation contact management platform.
• Develop GDHA-enabled, highly available, fault-tolerant, scalable solutions for global enterprise scale.
• Create cloud infrastructure for robustness, scalability, availability, and efficiency.
• Build a platform roadmap and develop long-term cloud migration strategies.
• Perform performance monitoring and tuning for infrastructure and platform components.
• Conduct solution architecture work and participate in design and code reviews.

What you'll need

• 5 to 8 years of experience.
• Experience as a contact centre engineer focused on cloud application architecture.
• Experience migrating from on-prem to CCaaS cloud solutions.
• Knowledge of CCaaS providers and technologies including Genesys, Five9, NICE, AWS, Microsoft, and Google.
• Hands-on experience with IVRs, call & dial plans, ACD queues, SIP, and omni-channel systems (call, email, chat, etc.).
• Proficiency in AI-based routing.

Details

• Location: Bangalore, India.
• Hybrid work pattern.
• Working days: 5 days.