Description

You will lead the design and implementation of enterprise contact center technologies and technical decision-making for multi-channel solutions.

Responsibilities

• Drive technical decision-making for routing, self-service, authentication, and fraud monitoring systems.
• Evaluate and recommend technology solutions including Five9, Verint, Pindrop, Intradiem, and Neustar.
• Design integration frameworks between contact center platforms and enterprise systems such as Pega and ServiceNow.
• Lead engineering reviews and provide guidance on technical design decisions.
• Partner with architecture teams to assess new technologies and capabilities.

Required Skills

• 8+ years of experience in solution architecture.
• 4+ years focused specifically on contact center technologies.
• Deep technical knowledge of omni/multi-channel contact center platforms.
• Experience with at least three of: Five9, Verint, Pindrop, Intradiem, or Neustar.
• Architectural design experience for workforce management, quality management, speech analytics, and desktop analytics.
• Proven experience integrating contact center tools with Pega, ServiceNow, and back-office systems.
• Understanding of authentication frameworks, fraud monitoring, and security principles.
• Proficiency in API design, microservices architecture, and integration patterns.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Preferred Skills

• Experience with cloud-based contact center solutions and migration strategies.
• Knowledge of Pega/ServiceNow platform integration.
• Experience with agile development, DevOps, or architecture certifications in AWS and Azure.
• Background in financial services or the insurance industry.

Key Skills

Education

Bachelor's degree