Description

Design and implement contact center solutions that integrate with enterprise systems such as CRM, ERP, and BI tools.

This role is remote.

Responsibilities

• Architect CCaaS solutions and integrate them with enterprise platforms.
• Lead technical direction for project teams and mentor developers.
• Conduct proof of concepts and pilots to evaluate new technologies.
• Design call flows, agent scripts, and customer workflows.
• Create technical documentation including architecture diagrams and implementation plans.

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