Position Details: Contact Center Solution Architect

Description:

Enterprise Solutions Architect with contact center technology expertise as well as strong business acumen. Will work as a key member of practice team and support multiple client engagements across industries. Should have implemented contact center technologies and helped customers in moving from legacy contact centers to modern contact centers preferably leveraging the new cloud based contact centers and integrating them with enterprise systems and services.

Responsibilities:  
• Will be responsible for leading  customer discussions, demonstrating subject matter expertise, contact center solution design, technical design and advise on best practices
• Based on Customer specific requirements and use cases, define roadmap, architect solutions and end to end ownership of iterating and ensuring the solutions are deployed and fit for purpose
• For a given customer context and requirements, review solution architecture, evaluate solution options (build, buy, reuse, re-engineer, migrate), evaluate technologies and define implementation plan
• Collaborate and work as part of engagement team involving customer and TCS teams
• Work using agile based methodologies and architecture frameworks
• Identify and design cost effective natural language self-service opportunities and other contact center transformation opportunities and design solutions for these identified opportunities
• Design Customer Call Flow processes, Natural language Processing capabilities, dynamic routing and integration 
• Develop re-usable artifacts, assets, best practices, thought leadership and Point of views related to contact center transformation
• Travel on short notice to customer meetings and engagements (average 50%)

Qualifications: 
• Bachelor’s Degree (minimum 4 Yrs)
• Experience as an enterprise Contact Center Solution Architect 
• Deep understanding of customer service domain, architecture and contact center platforms, tools and technologies (Cisco, Genesys, Avaya, NICE, Nuance etc.)
• Experience in integrating NLP platforms and APIs from Apple, Google, Amazon, Microsoft, IBM and other niche enterprise vendors operating in conversational and AI technologies
• Experience in Core Java, J2EE, Spring DI, ORM, JDBC, AOP, MVC 3 or above
• Experience in CPaaS (Contact Center Platform as a Service)
• Well versed with Omni-channel technologies, telephony and holistic integration of these technologies
Implementation experience with cloud based technologies
• Deep understanding of AWS Connect, Google Cloud Center AI, Twilio and other modern cloud based contact center technologies
• Experience in designing solutions that contain personal (PII) and cardholder (PCI) data.
• Experience in developing reusable artifacts/frameworks, re-usable assets, Industry solutions, reference architecture, design, development and QA best practice
• Excellent verbal and written communication skills, facilitation and presentation skills
• Ability to interact professionally with a diverse group of stakeholders (senior executives, operations, customer service & partners)
• Enjoys working in an autonomous, dynamic, and challenging environment.
• Team player who enjoys fluidity, change, and flexible working arrangements
• Self-starter who wants to get involved, make a difference, and deliver
• Ability to quickly learn newer technologies, platforms and tools

• Years of experience required for position   
8+ Years
• Location for the position 
Chicago, IL or NJ or Cincinnati OH (Preferred is Chicago)

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