CCaaS Architect

23 hours ago

Toronto, Ontario, Canada TTEC Digital Full time $80,000 - $120,000 per year

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC is seeking an enthusiastic CCaaS Architect to join our rapidly expanding Google Practice team. If you have a passion for new tech, love to continue to learn and pioneer in the AI space, keep reading.

As an Architect, you will be responsible for providing technical solutions to meet the various needs of our clients. You will serve as a lead to the Google delivery practice and work as part of a team of professionals that play a key role in implementing solutions and delivering results. You will enjoy involvement in the full-life cycle of an implementation project, while interacting closely with the client to meet specific needs throughout the process.

What You'll Be Doing

  • Lead voice and digital AI Self-Service solutions for large, multi-location contact centers
  • Design, develop and implement AI self-service applications with Google CCAI
  • Ability to interface with clients, lead design decisions and drive towards defining solution requirements and technical design
  • Serve as a project lead for the Google Delivery practice for assigned Google CCAI projects
  • Collaborate with project team members to provide input to conversation design specifications
  • Integrate to backend systems using web services, databases, and reporting
  • Perform Unit Testing of developed code
  • Assist with System and Functional Testing

Skills And Experience You Will Bring

  • Multi-lingual; fluent English and French verbal/written communication
  • 8+ years of contact center architect experience overall
  • 4+ years of experience with AI solutions
  • Knowledge of Google Cloud Platform Services
  • IAM
  • Storage
  • Networking
  • Cloud Run, Cloud Run Functions
  • Ability to support multiple projects at the same time
  • Experience in managing large multi-site contact center implementations
  • Experience managing and guiding developers or interest in doing so
  • Experience in writing Solution Document Designs/specifications for Contact Center solutions
  • Experience supporting quality assurance and user acceptance testing
  • Experience with contact center reporting
  • Must be able to work independently, be organized, self-motivated, and have attention to detail
  • Excellent communication skills, both written and verbal
  • Candidate must have a 4-year bachelor's degree

Desired, Not Required

  • 2+ years of technical on-hands experience with Google CCaaS or UJET
  • Google Certification and/or Badge completion
  • Experience managing staff
  • Experience developing mobile applications (IOS, Android)
  • Experience integrating WFO platforms (NICE, Verint, Alvaria, etc.)
  • Experience migrating legacy premise Contact Center platforms to cloud services
  • Experience developing Conversational Agents (Dialogflow)
  • Proficient in Javascript, NodeJS and frameworks (express and spring)

About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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