Network Architect – Voice Biometrics/NLP/Conversational IVR

About the Opportunity:

We are seeking a highly skilled Architect with area of expertise in CCaaS solutions such as Genesys, NICE etc. along with knowledge of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration. The ideal candidate will play a vital role in the successful design of the overall architect for implementation, upgrade, and functionality test of the above CCaaS solutions and adjuncts. This individual must possess strong technical knowledge in designing solutions with a customer-centric approach.

Responsibilities:

• Lead and contribute to the overall solution designing for cloud-based Contact Center solutions along with knowledge of Quality monitoring, Workforce Management, Outbound Dialer, IVR and 3rd party application integration.

• Optimize the contact center solution to driver organizational objectives.

• Create architectural solution documents, LLD, HLD and define implementation phases for execution.

• Collaborate with stakeholders to understand business requirements and design the solution documents accordingly.

• Follow industry standards and best practices to develop an effective solution that provides high-availability and scalable solutions to support future growth strategy.

• Work alongside the delivery team to coordinate with OEMs/ vendors to streamline the implementation process.

• Evaluate interoperability between various products, OEMs and propose accurate version to be implemented.

• Assist the delivery team as and when they need support on design related questions.

• Participate with delivery team to troubleshoot technical issues and provide solutions during the implementation phase.

• Oversee quality assurance processes to identify and address any issues during the implementation phase.

• Participate in UAT with the customer to ensure the solution meets their expectations.

• Provide post-implementation support for ongoing issues and deliver a positive user experience.

• Collaborate with the delivery and support team to deliver exceptional customer service and resolve technical issues effectively.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or equivalent.

• Proven experience in solution designing of CCaaS such as Genesys, NICE etc.

• Strong understanding of contact center technologies, telephony, and 3^rd-party application integrations.

• Project management skills with the ability to manage multiple tasks and deadlines.

• Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.

• Self-motivated and capable of working independently with minimal supervision.

• Flexibility with work timings to align with customer’s working hours and project delivery timelines.

• Certifications in Contact Center, CCaaS or related technologies are an added advantage.