CCaaS Solution Architect

6 days ago

Canada Quantiphi Full time
Breakthrough Opportunity in Cloud Contact Center Architecture

We are on the hunt for an exceptional CCaaS Solution Architect to spearhead our innovative cloud contact center endeavors.

About Us:

Quantiphi is a pioneering force in AI-driven digital transformation, where groundbreaking research meets disciplined engineering practices. Our award-winning approach has delivered 2.5x growth since inception and earned us recognition as a Specialist Leader and Star Performer in Analytics and AI Services by Everest Group.

Job Overview:

This role offers a chance to lead our CCaaS practice, designing and implementing comprehensive solutions that meet client needs. You will leverage industry-leading technologies, provide technical guidance, and ensure adherence to best practices.

Responsibilities:

  • Solution Architecture: Develop end-to-end CCaaS solutions incorporating industry-leading platforms and technologies.
  • Technical Leadership: Mentor project teams, ensuring they adhere to standards and best practices.
  • Integration: Seamlessly integrate CCaaS solutions with enterprise systems and applications.
  • Proof of Concepts: Evaluate new technologies and platforms for suitability in our CCaaS offerings.
  • Documentation: Create detailed technical documentation, including architecture diagrams and design specifications.
  • Problem Solving: Identify and troubleshoot technical issues related to CCaaS solutions.

Qualifications:

  1. Contact Center Experience: Proven experience in designing and implementing contact center solutions.
  2. Cloud-Based CCaaS Platforms: Strong understanding and experience with building IVR systems using Google CCAI Platform, Genesys Cloud, Amazon Connect, Five9, Cisco, Avaya.
  3. Cloud Infrastructure: Expertise in cloud-based infrastructure and platforms (AWS, Azure, GCP).
  4. Integration Technologies: Experience with integration technologies (APIs, web services, messaging, CMS, Ticketing systems, Back office applications).
  5. Understanding of Key Concepts: Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Call routing, Queues, RTI, Queue management, skill-based routing, escalation paths, Disposition codes, AHT, Warm Transfer/Cold Transfer etc.
  6. Design and Implementation: Experience in designing and implementing call flows, agent scripts, and customer workflows.
  7. Teamwork and Communication: Proven ability to work independently and as part of a team.
  8. Problem-Solving and Analytical Skills: Excellent communication and interpersonal skills, strong problem-solving and analytical skills.

What We Offer:

  • Fastest-Growing AI-First Company: Be part of Quantiphi's journey, leading innovation in AI-driven digital transformation.
  • Dynamic Team Environment: Lead a talented team of dynamic individuals, working on cutting-edge projects.
  • Exposure to Fortune 500 Companies: Work alongside renowned clients and innovative market disruptors.

$120,000 - $180,000 per year: This salary range reflects the competitive compensation package we offer to attract top talent in the field.

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