Role: Contact Center Solution Architect
Duration: 7 Months
Location: Tualatin, OR (Hybrid)

Key Skills: Solution Design, Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud, IVR systems, ACD systems, CTI integrations

Overview:

• We are looking for an experienced Contact Center Solution Architect to join our Customer Application team.
• As the Solution Architect, we are seeking someone to play a critical role in designing, implementing, and optimizing contact center solutions for our clients.
• The role will design and develop the architecture (integrated process, applications, data, and technology) solutions to our Contact Center Operations problems in alignment with the enterprise architecture direction and standards.
• This role will perform technical planning, architecture development and modification of specifications.
• Client has recently implemented and upgraded to Cisco WxCCE and we seek to leverage the new cloud platform and continue to reduce the complexity and increase reliability of our systems.
• We are also continuing to focus on advancing functions to support our Contact Center Advisors and Customers, leveraging GenAI and maximizing our use of our applications.
• This role will be responsible for researching and developing specifications for new products/services, applications, and service offerings on this new technology stack.
• This work will result in a technology roadmap for the future.

Qualifications:

• Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
• Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
• Experience with contact center platforms such as Cisco, or similar.
• Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
• Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.

Key Responsibilities:

• Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
• Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
• Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
• Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
• Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
• Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
• Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
• Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
• Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.

Education Requirements: Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree is a plus.

Certification Requirements: Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
How many years of experience are you looking for?: 5+


Email your resume to usjobs@mavensoft.com
To learn more about Mavensoft visit us online at http://www.mavensoft.com/