- a Contact Center Solution Architect, you will be responsible for designing and implementing end-to-end contact center solutions that meet the business requirements and objectives of our organization.
- will work closely with stakeholders to understand their needs, assess technology options, and architect solutions that optimize performance, scalability, and customer experience.
- with stakeholders to gather and analyze business requirements for contact center solutions.
- and architect scalable, reliable, and cost-effective contact center solutions that meet business objectives and align with industry best practices.
- system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics.
- and recommend contact center technologies, platforms, and vendors based on business requirements, technical capabilities, and industry standards.
- proof-of-concept (POC) projects and technology assessments to validate feasibility and performance of proposed solutions.
- integration requirements and strategies for connecting contact center solutions with existing systems, applications, and third-party services.
- with internal IT teams, vendors, and partners to implement and configure contact center solutions, ensuring seamless integration and alignment with business processes.
- opportunities to optimize performance, scalability, and efficiency of contact center solutions through system tuning, load balancing, and capacity planning.
- performance testing and optimization activities to ensure contact center solutions meet performance requirements under varying workloads and conditions.
- contact center solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2.
- security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy.
- solution architecture, design decisions, configurations, and technical specifications.
- guidance, training, and knowledge transfer to internal teams and stakeholders on contact center technologies, best practices, and implementation methodologies.
- or master's degree in computer science, Information Technology, or related field.
- years of experience in solution architecture, design, and implementation, with a focus on contact center technologies.
- knowledge of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM).
- experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.
- understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact center solutions.
- in system integration techniques, APIs, web services, and middleware technologies.
- communication, collaboration, and stakeholder management skills.
- to lead and influence cross-functional teams in a dynamic, fast-paced environment
- knowledge of the platform and its features
- in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.
- with Agile or DevOps methodologies for software development and deployment.
- of emerging contact center trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement.
- in industries such as telecommunications, finance, healthcare, or retail with complex contact center requirements.
- Awards and Accolades:
- America's Most Honored Businesses (Top 10%)
- Awarded by USPAAC for Fastest Growing Business in the US
- 12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)
- Fastest 50 by NJ Biz (2020, 2019, 2020)
- INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)
- Top 100 by Dallas Business Journal (2020 and 2019)
- Proven Supplier of the Year by Workforce Logic (2020 and 2019)
- 2019 Spirit of Alliance Award by Agile1
- 2018 Best of the Best Platinum Award by Agile1
- 2018 Tec Serve Alliance Excellence Awards Winner
- 2017 Best of the Best Gold Award by Agile1(Act1 Group)
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Contact Center Solution Architect - Malvern, United States - Net2Source Inc.
Description
Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap – Right Talent – Right Time – Right Place – Right Price and acting as a Career Coach to our consultants.
Title: Contact Center Solution Architect
Location: Malvern, PA – Onsite Role
Duration: 12+ Months
Job Description:
Responsibilities:
Solution Design and Architecture:
Technology Evaluation and Selection:
Integration and Implementation:
Performance Optimization and Scalability:
Security and Compliance:
Documentation and Knowledge Sharing:
Skills and qualifications:
Preferred Qualifications:
"Net2Source is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Shubham Hayaran
Senior Technical Recruiter
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270 Davidson Ave, Suite 704, Somerset, NJ 08873
Contact Center Solution Architect professionals in Malvern
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Farukh Naqvi
Manufacturing Business Partner