Description
Design and implement contact center solutions for enterprise clients.
Responsibilities
- Architect and deploy CCaaS platforms tailored to specific business requirements.
- Integrate contact center systems with CRM, ERP, and BI tools via APIs and web services.
- Lead technical pilots and proof of concepts to validate new technologies.
- Create technical documentation, including architecture diagrams and implementation plans.
- Troubleshoot complex issues in collaboration with development and operations teams.
Required Skills
- 5+ years of experience designing and implementing contact center solutions.
- Hands-on expertise with Google CCAI, Genesys Cloud, Amazon Connect, Five9, Cisco, or Avaya.
- Deep understanding of ACD, CTI, call routing, queues, RTI, and skill-based routing.
- Proficiency in cloud infrastructure including AWS, Azure, or GCP.
- Experience building IVR systems and designing call flows, agent scripts, and customer workflows.
- Knowledge of agent operations including disposition codes, AHT, and warm/cold transfers.
- Experience with integration technologies such as messaging, CMS, and ticketing systems.
- Any Graduate degree.
Preferred Skills
- Experience building omni-channel solutions across voice, chat, email, SMS, and social media.
- Familiarity with contact center analytics, reporting tools, and compliance standards like PCI DSS or HIPAA.