Description

You will design and engineer complex Contact Center applications for large-scale enterprise environments.

Responsibilities

• Define application architectures for CXone, Genesys Cloud, or Amazon Connect, covering networking, WFM, quality, AI tools, ACD, CRM integrations, and IVR.
• Develop scalable designs that support maintenance and upgradability for onshore and offshore engineering teams.
• Oversee the implementation process through code reviews, troubleshooting, requirements management, and integrations.
• Lead on-premise to Cloud migrations for enterprise environments with 1,000+ agent seats.
• Build custom tools and libraries to extend CCaaS vendor capabilities and lead Proof of Concept (POC) initiatives.
• Manage technical design reviews, architectural documentation, and Root Cause Analysis (RCA) for production issues.

Required Skills

• 10+ years of experience in Contact Center and UC environments.
• 5+ years of experience in software architecture and design using CXone, Genesys Cloud, or Amazon Connect.
• Expertise in Enterprise ACD, CTI, and IVR, including management of system limitations like threads and memory.
• Experience with API integrations, web services, authentication models, and synchronous/asynchronous designs.
• Proven track record of executing on-premise to Cloud migrations.
• Ability to review code and lead development efforts using JavaScript, Python, Java, or C++.
• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent experience.
• Strong technical communication skills for whiteboarding sessions and architectural documentation.

Preferred Skills

• Experience with network infrastructure.
• Familiarity with DevOps and CI/CD concepts, including GitHub, Jenkins, Azure DevOps, or AWS CloudPipeline.

Key Skills

Education

Not specified