Description

Design and deploy contact center solutions for specific client requirements.

Responsibilities

• Conduct discovery sessions to identify business and technical requirements and pain points.
• Develop Statements of Work (SOW) outlining project scope, timelines, and deliverables.
• Create architecture diagrams and technical designs using tools like Visio or Lucidchart.
• Configure and customize CCaaS platforms and integrate them with third-party systems.
• Develop test plans and conduct testing to ensure solutions meet quality standards.

Required Skills

• 5+ years of experience designing and deploying CCaaS solutions.
• Expertise in cloud-based contact center solutions such as Genesys Cloud, Amazon Connect, or Twilio Flex.
• Deep understanding of contact center technology including ACD, IVR, call routing, and workforce management.
• Hands-on experience with integration technologies including REST APIs, Webhooks, and SFTP.
• Proficiency in developing technical designs and architecture diagrams.
• Strong analytical and problem-solving skills to resolve technical issues quickly.
• Ability to manage multiple projects and prioritize tasks based on client needs.

Preferred Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Key Skills

Education

Any Graduate