Sr Solutions Architect - Tualatin, United States - APR Staffing

APR Staffing Tualatin, United States

2 weeks ago

Engineering / Architecture

Description

Job Title: Contact Center Solutions Architect

Hybrid

Location: Tualatin, OR

Duration: 6+ month contract, potential for extension and/or conversion

MUST be US Citizen or Green Card Holder for background clearance

NO C2C

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.

We 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.

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.

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.

Education Requirements (Experience in Lieu of Degree): Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree is a plus.

Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.

Years of experience: 5+

Pre-Employment Requirement

All employment offers are contingent upon successful completion of our pre-employment screening that may include drug testing, background/criminal check, and if applicable, must meet eligibility requirements for access to classified information.

APR Staffing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

About APR Staffing

APR Staffing was born from the merger of two well-respected technical staffing firms in Portland. ieSolutions, founded in 2002, enjoyed an impressive reputation as one of the largest locally-owned and most respected technical staffing companies. Professional Resource Group, aka Data Resource Group, founded in 2009, also earned regional acclaim for being a fast-growing and highly-motivated professional staffing agency. Both companies have been recent award winners for the Portland Business Journal's Fastest-Growing Private Companies. The two firms, now as APR Staffing, make for one of the fastest-growing and most-respected professional and technical staffing companies in Oregon and Southwest Washington.

Collaborating with our customers, we augment their workforce with technical and administrative professionals. We provide only high-caliber, professional-grade resources throughout the Pacific Northwest.

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