CCaaS Architect

About Us:

Quantiphi is an award-winning Applied AI and Big Data software and services company, driven by a deep desire to solve transformational problems at the heart of businesses. Our signature approach combines groundbreaking machine-learning research with disciplined cloud and data-engineering practices to create breakthrough impact at unprecedented speed.

Company Highlights:

• Delivered 2.5x growth YoY since its inception in 2013
• Headquartered in Boston, with 4000+ Quantiphi professionals across the globe
• Great Places to Work certified for 2 consecutive years- 2022, 2021
• Recognized by Everest Group as Specialist Leader and Star Performer in Analytics and AI Services, 2022
• Recognized as an AIFinTech100 Company, 2022 by InsurTech
• Winner of Best in Business Award in Established Business category by INC., 2022
• Winner of Competitive Strategy Leadership Award in Artificial Intelligence Services in Healthcare by Frost & Sullivan, 2022
• Recognized in Gartner Hype Cycle Reports for AI Strategy, 2022
• Winner of 2021 Google Cloud Breakthrough Partner of the Year- North America
• Winner of 2021 AWS Canada Rising Star of the Year
• Recognized as Leader in IDC MarketScape: WorldWide AI IT Services, 2021
• Recognized in the Fast Company 2021 World Changing Ideas- AI and Data category
• Winner of NVIDIA's Americas Service Delivery Partner of the Year, 2021

Job Description:

We are hiring a talented and experienced CCaaS Architect to join our team and help build a world-class Contact Center as a Service (CCaaS) practice.

Responsibilities:

• Solution Architecture: Design and develop comprehensive CCaaS solutions that meet the unique needs of our clients, leveraging industry-leading technologies and platforms.
• Technical Leadership: Provide technical guidance and mentorship to project teams, ensuring adherence to best practices and standards.
• Integration: Integrate CCaaS solutions with other enterprise systems and applications, such as CRM, ERP, and BI tools.
• Proof of Concepts: Conduct proof of concepts and pilots to evaluate new technologies and platforms for suitability in our CCaaS offerings.
• Documentation: Create detailed technical documentation, including architecture diagrams, design specifications, and implementation plans.
• Problem Solving: Identify and troubleshoot technical issues related to CCaaS solutions, working closely with development and operations teams to resolve problems.
• Stay Up-to-Date: Keep abreast of the latest trends and innovations in the CCaaS industry to ensure our solutions remain competitive.

Qualifications:

1. Experience in designing and implementing contact center solutions.
2. Strong understanding and experience with building IVR systems with Cloud based CCaaS platforms: Google CCAI Platform, Genesys Cloud, Amazon Connect, Five9, Cisco, Avaya
3. Expertise in cloud-based infrastructure and platforms (AWS, Azure, GCP)
4. Experience with integration technologies (APIs, web services, messaging, CMS, Ticketing systems, Back office applications).
5. Understanding of concepts like Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), and Call routing, Queues, RTI, Queue management, skill-based routing, and escalation paths
6. Should be aware of operations performed by Live Agents during a chat/call ex: Disposition codes, AHT, Warm Transfer/Cold Transfer etc
7. Should have experience in Design and implement call flows, agent scripts, and customer workflows.
8. Proven ability to work independently and as part of a team
9. Excellent communication and interpersonal skills.
10. Strong problem-solving and analytical skills

Preferred Qualifications:

1. Experience in building omni-channel solutions (voice, chat, email, SMS, social media) to provide seamless customer experiences across various touchpoints.
2. Experience with contact center analytics and reporting tools.
3. Knowledge of industry standards and compliance requirements (e.g., PCI DSS, HIPAA).

What is in it for you:

• Be part of the fastest-growing AI-first digital transformation and engineering company in the world
• Be a leader of an energetic team of highly dynamic and talented individuals
• Exposure to working with fortune 500 companies and innovative market disruptors
• Exposure to the latest technologies related to artificial intelligence and machine learning, data and cloud