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Contact Center Solutions Architect

2 months ago

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

We are seeking a highly skilled Contact Center Solutions Architect to join our team at LGS, an IBM Company. As a key member of our team, you will play a crucial role in designing, developing, and implementing cloud-based contact center solutions that meet the evolving 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.
Requirements
  • 1 to 4 years of relevant experience
Preferred Skills
  • 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.
  • Experience with Genesys Cloud, Nice, Amazon Connect, Five9
  • Good knowledge of integration with CRM, WFM/WFO and call recording solutions, e.g. Salesforce, Aspect and Verint
What We Offer
  • 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.

LGS is committed to considering all qualified applicants without regard to ethnicity, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodiversity, age, veteran status or other characteristics.

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.