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- Collaborate with stakeholders to gather and analyze business requirements for contact center solutions.
- Design and architect scalable, reliable, and cost-effective contact center solutions that meet business objectives and align with industry best practices.
- Define system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics.
- Evaluate and recommend contact center technologies, platforms, and vendors based on business requirements, technical capabilities, and industry standards.
- Conduct proof-of-concept (POC) projects and technology assessments to validate feasibility and performance of proposed solutions.
- Define integration requirements and strategies for connecting contact center solutions with existing systems, applications, and third-party services.
- Collaborate with internal IT teams, vendors, and partners to implement and configure contact center solutions, ensuring seamless integration and alignment with business processes.
- Identify opportunities to optimize performance, scalability, and efficiency of contact center solutions through system tuning, load balancing, and capacity planning.
- Conduct performance testing and optimization activities to ensure contact center solutions meet performance requirements under varying workloads and conditions.
- Ensure contact center solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2.
- Define security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy.
- Document solution architecture, design decisions, configurations, and technical specifications.
- Provide guidance, training, and knowledge transfer to internal teams and stakeholders on contact center technologies, best practices, and implementation methodologies.
- Bachelor's or master's degree in computer science, Information Technology, or related field.
- 10+ years of experience in solution architecture, design, and implementation, with a focus on contact center technologies.
- In-depth knowledge of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM).
- Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.
- Strong understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact center solutions.
- Proficiency in system integration techniques, APIs, web services, and middleware technologies.
- Excellent communication, collaboration, and stakeholder management skills.
- Ability to lead and influence cross-functional teams in a dynamic, fast-paced environment.
- Certification in relevant areas such as AWS Certified Solutions Architect,
- Experience with Agile or DevOps methodologies for software development and deployment.
- Knowledge of emerging contact center trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement.
- Experience in industries such as telecommunications, finance, healthcare, or retail with complex contact center requirements.
Contact Center Solution Architect - Philadelphia, United States - Axiom Global
Description
WWS ID:
9999
Role:
Contact Center Solution Architect
Rate:
***/hour all inclusive
Location:
Onsite - 100 Vanguard Boulevard, Malvern, Pennsylvania
Visa Type:
USC, GC and H1B - 1 Year of Exp
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Job Description:
Solution Design and Architecture:
Technology Evaluation and Selection:
Integration and Implementation:
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Security and Compliance:
Documentation and Knowledge Sharing:
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Preferred Qualifications:
Microsoft Certified:
Azure Solutions Architect Expert, or equivalent.