Contact Center Solutions Architect

1 week ago

Montreal, Quebec, Canada LGS, une Société IBM an IBM Company Full time
About the Role

LGS, an IBM Company, is seeking a skilled Contact Center Solutions Architect to join our team. As a key member of our team, you will play a crucial role in driving major projects that propel our clients' businesses forward and improve people's lives.

Key Responsibilities
  • Translate clients' needs into specific application designs for contact center solutions.
  • Help clients design, develop, and implement contact center applications based on their specifications and business requirements.
  • Develop custom solutions that integrate and extend aspects of these solutions with artificial intelligence and process automation capabilities.
  • Apply standard processes, and techniques to design, develop, test, implement and support new and existing CCaaS solutions.
  • Conduct code reviews, perform unit testing, and ensure adherence to coding standards and best practices to deliver high-quality software solutions.
  • Troubleshoot and resolve technical issues, perform root cause analysis, and implement corrective actions to ensure system stability and performance.
  • Stay updated on industry trends, emerging technologies, and best practices in cloud contact center space, and actively contribute to continuous improvement initiatives.
Requirements
  • 1 to 4 years of relevant experience
  • Knowledge of programming language: Python, JavaScript, Java, C#
  • Understanding of the application development lifecycle (Waterfall, Agile Scrum)
  • Experience of custom CTI integrations on back-end systems such as CRM solutions
  • Understanding of contact center fundamentals such as provisioning system, agent group creation, virtual queues, etc. are an asset.
  • Contact center experience with Genesys Cloud, Nice, Amazon Connect, Five9 are an asset.
  • Good knowledge of integration with CRM, WFM/WFO and call recording solutions, e.g. Salesforce, Aspect and Verint, an asset.
  • Eager and willing to learn new CCaaS technologies.
What We Offer
  • Demonstrated leadership in supporting business and IT operations.
  • Curiosity to learn and build your Contact Center expertise.
  • Excellent interpersonal and results-oriented communication skills
  • Bilingualism in French and English, both written and spoken, as you will be collaborating with practitioners across Canada.
  • Hold a technical DEC, bachelor's degree in software development or in Business Administration with option in programming.

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