GROUP MANAGER

Designation

GROUP MANAGER

Country

USA

No. of Positions

1

Auto req ID

1491561BR

Experience

7-12 Years

Skill (Primary)

Cloud Services-Platform Engineering-Cloud Architect

Qualification

BE/B.Tech (Hons)

Expected Date of Closure

06-Dec-2024

Location

Washington

Employee Group

Business Line FT

Job

Group Operation Manager

Job Description (Posting).

Senior CCaaS Technical Architect

Position Overview:

The Senior CCaaS Technical Architect is a critical, client-facing role responsible for designing and implementing robust, scalable, and secure cloud-based contact center solutions for enterprise clients. This position requires deep expertise in CCaaS platforms, telephony protocols, and integration strategies, along with strong project management and client engagement skills. As a senior architect, you will lead architecture planning, drive innovation in customer engagement solutions, and serve as a trusted advisor for clients navigating complex contact center transformations.

Key Responsibilities:

Solution Architecture and Design: Develop end-to-end architectures for CCaaS solutions, focusing on scalability, reliability, and security. Design solutions that meet client requirements for omnichannel customer support, AI integration, and data analytics.

Technical Leadership: Lead cross-functional teams through the solution design and deployment phases, ensuring adherence to architecture standards, best practices, and project timelines.

Integration and Customization: Architect integrations with enterprise systems, such as CRM, ERP, analytics, and workforce management platforms, using APIs and middleware for seamless data exchange and operational alignment.

Platform Expertise and Innovation: Serve as the go-to expert in leading CCaaS platforms (e.g., Azure Google Cloud, Amazon Connect, NICE inContact), advising clients on best-fit solutions based on their business needs, budget, and long-term scalability.

Security and Compliance: Develop and implement security strategies to protect customer data, ensuring compliance with industry standards and regulations (e.g., GDPR, PCI-DSS). Design data governance models and access controls for a secure contact center environment.

Testing, Optimization, and Troubleshooting: Oversee testing and performance optimization of CCaaS deployments, resolving complex technical issues, and refining solutions to ensure optimal performance.

Stakeholder and Client Engagement: Act as a key advisor to clients, presenting technical solutions in a way that aligns with their business objectives. Facilitate stakeholder meetings to gather requirements, set expectations, and deliver project updates.

Continuous Improvement and Innovation: Keep up with CCaaS trends and emerging technologies, identifying opportunities to enhance solutions and recommending system upgrades, new integrations, and improvements based on industry best practices.

Requirements:

Education: Bachelor s or Master s degree in Computer Science, Information Technology, Engineering, or related field.

Experience: 7+ years of experience in contact center architecture, cloud solutions, or telephony, with at least 3 years in a senior architecture role focused on CCaaS.

Advanced Technical Skills: Proficiency in leading CCaaS platforms (Genesys Cloud, Amazon Connect, Five9, NICE inContact), telephony protocols (SIP, VoIP, WebRTC), and integration technologies (REST APIs, middleware).

Project Leadership: Demonstrated experience managing large-scale CCaaS projects, coordinating cross-functional teams, and delivering solutions on time and within budget.

Security and Compliance Expertise: Strong knowledge of data security principles, regulatory requirements, and best practices for securing cloud-based contact center environments.

Certifications: Relevant certifications (e.g., Genesys Certified Professional, Amazon Connect) or cloud platform certifications (e.g., Azure / GCP/AWS Solutions Architect) are preferred.

Client Engagement and Communication: Excellent communication skills, with experience working directly with client stakeholders to gather requirements, explain complex technical concepts, and manage project

Entity

INFRA

City

Washington

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