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Contact Center Solutions Architect
2 months ago
We are seeking a skilled professional to join our team as a Contact Center Solutions Architect. As a key member of our team, you will play a crucial role in designing and implementing contact center solutions that meet the needs of our clients.
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.
- 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.
- Learn every day: access IBM's intellectual capital and trainings on a diverse range of cutting-edge technologies.
- For your well-being: a group insurance bundle including telemedicine, a retirement savings plan with employer's contribution, access to IBM shares at discounted rates, and a wellness package.
- To enjoy quality time: annual vacations, additional company days off and special life events leaves.
- To have fun with your colleagues: an active community and a social committee with regular activities to keep us all connected.
We are an equal opportunities employer and welcome applications from diverse candidates. If you are not a Canadian permanent resident or citizen, please consult with your talent acquisition consultant as this role may require the use of technologies that are regulated by export sanctions.
