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.

Key Skills

Education

Any Graduate