Description

Design and implement Contact Center as a Service (CCaaS) architectures in complex enterprise environments.

Responsibilities

• Design low-level architecture diagrams and ensure seamless integration with CRM and MDM systems.
• Resolve integration and interface issues to optimize performance, scalability, and security.
• Propose technical solutions to client stakeholders and manage execution through estimation and dependency planning.
• Lead technical direction and mentor junior developers through code reviews and architectural guidance.

Required Skills

• 10+ years of experience leading CCaaS platforms such as NICE, Genesys, AWS Connect, Avaya, or Cisco.
• 5+ years of hands-on experience integrating telephony/IVR systems with CRMs like Salesforce or MS Dynamics.
• Proficiency with cloud platforms including AWS, MS Azure, or GCP.
• Deep knowledge of telephony protocols, architecture, and modular design.
• Experience implementing knowledge management, RPA, omnichannel, and cloud migration.
• Hands-on experience designing and implementing IVR and NLU best practices.
• Understanding of WEM/WFM interactions with core CCaaS platforms.
• Advanced certifications such as CCNP, CCIE, NICE CXone Core Plus, or Genesys Cloud certifications.
• Familiarity with AI tools, market trends, and 3rd party LLM modules.

Preferred Skills

• Experience with QM, Workforce Management, and integrating custom AI engines with CCaaS tools.
• Knowledge of Jira and Scrum methodologies.

Key Skills

Education

Any Graduate