Experience with Genesys is a must have.
Role Overview:
We are seeking a talented and experienced Solution Architect and Technical Lead to spearhead the CCaaS (Contact Center as a Service) implementation for our prestigious clients. This role will require a deep understanding of contact center technologies, cloud-based solutions, and the ability to lead a team of technical experts to deliver top-notch implementations.
Key Responsibilities:
Requirement Gathering: Work closely with clients to understand their business needs and requirements for the CCaaS solution.
Solution Design: Architect end-to-end CCaaS solutions tailored to client specifications and industry best practices.
Technical Leadership: Lead and mentor a team of developers, engineers, and other technical professionals to ensure efficient and effective delivery of the solution.
Project Planning: Develop detailed project plans, timelines, and milestones to ensure timely delivery.
Implementation: Oversee and execute the implementation of the CCaaS solution, ensuring it meets all technical, functional, and performance requirements.
Integration: Ensure seamless integration of the CCaaS solution with existing systems and platforms.
Quality Assurance: Implement rigorous testing and validation procedures to ensure the solution’s reliability and performance.
Client Communication: Maintain regular communication with clients, providing updates, addressing concerns, and ensuring satisfaction.
Documentation: Produce comprehensive documentation for the solution, including architecture diagrams, technical specifications, and user guides.
Continuous Improvement: Stay updated with the latest trends and technologies in CCaaS and incorporate best practices into the implementation process.
Qualifications:
Educational Background: Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
Experience: Minimum of 10 years of experience in solution architecture, with a focus on CCaaS or contact center technologies.
Technical Skills: Proficiency in CCaaS platforms, cloud services (AWS, Azure, Google Cloud), APIs, and integration with CRM/ERP systems.
Leadership Skills: Proven experience in leading technical teams and managing complex projects.
Problem-Solving: Strong analytical and problem-solving skills with the ability to think strategically.
Communication: Excellent verbal and written communication skills to effectively interact with clients and team members.
Certifications: Relevant certifications in CCaaS, cloud technologies, or project management are a plus.