Description

Design and implement contact center solutions that integrate with enterprise systems such as CRM, ERP, and BI tools. Lead technical direction for project teams and mentor developers to ensure adherence to industry best practices.

Responsibilities

• Architect CCaaS solutions and integrate them with enterprise platforms.
• Conduct proof of concepts and pilots to evaluate new technologies.
• Create technical documentation including architecture diagrams and implementation plans.
• Troubleshoot technical issues in collaboration with development and operations teams.
• Design call flows, agent scripts, and customer workflows.

Required Skills

• 5+ years designing and implementing contact center solutions.
• Expertise building IVR systems with Google CCAI Platform, Genesys Cloud, Amazon Connect, Five9, Cisco, or Avaya.
• Proficiency with cloud infrastructure including AWS, Azure, and GCP.
• Experience with integration technologies such as APIs, web services, messaging, CMS, and ticketing systems.
• Deep understanding of ACD, CTI, call routing, queues, RTI, skill-based routing, and escalation paths.
• Knowledge of live agent operations including disposition codes, AHT, and warm/cold transfers.
• Strong analytical and problem-solving skills.

Preferred Skills

• Experience building omni-channel solutions across voice, chat, email, SMS, and social media.
• Experience with contact center analytics, reporting tools, and compliance standards like PCI DSS or HIPAA.

Key Skills

Education

Any Graduate