Description

You will design and implement end-to-end contact center architecture to solve operational problems and align with enterprise standards.

This role is on-site.

Responsibilities

• Design end-to-end contact center solutions, including integrated processes, applications, data, and technology.
• Develop a technology roadmap by researching and creating specifications for new products and services on the Cisco Cloud stack.
• Define integration strategies for contact center solutions with CRM, IVA, and other enterprise applications.
• Optimize performance by identifying bottlenecks, tuning workflows, and ensuring compliance with security and data protection standards.
• Assess the existing application landscape to develop improvement roadmaps.

Required Skills

• 10+ years of experience in the IT field.
• 5+ years of experience as a Solutions Architect or Technical Lead specializing in contact center solutions.
• Expertise in Cisco Cloud and Cisco WxCCE platforms.
• Hands-on experience with Genesys.
• Proficiency in Software Architecture and IT Integration.
• Experience working with AWS environments.
• Ability to translate business requirements into technical architecture diagrams and documentation.
• Experience managing technical planning and specification modifications.

Preferred Skills

• Experience leveraging GenAI to advance contact center functions.

Key Skills

Education

Any Graduate