Solution Architect
2 weeks ago
Job Title: Contact Center Architect ( CCaaS )
Location: Canada / remote
Company Overview: Experts at delivering cloud microservices enterprise applications, creatively advancing corporate telephony, collaboration and customer experience solutions.
IG Recruit is proud to be a valued recruitment partner with a global high-growth business. Our client is looking to recruit an experienced Senior Solutions Architect ideally with experience with other CCaaS environments such as AWS Connect, TalkDesk, Microsoft Dynamics 365 Customer Service or Five9
Also, experience working with CCaaS vendors in their professional services group and have gained a full understanding of their processes and procedures.
Responsibilities:
- Lead the design, implementation, testing and delivery of software solutions, specializing in NICE CXone and Genesys Cloud
- Participate in the sales process: requirements gathering with the customer and providing estimates to the sales team
- Act as a liaison between internal resources and customers
- Ensure the efficiency and quality of the projects
- Guide developers/consultants as well as review their deliverables
- Ensure delivery adheres to the corporate standards including quality deliverables, modularity, and adherence to DevOps
Cores skills and talents to succeed:
- A bachelor's degree in computer science, IT, or engineering
- 7+ years of experience in Contact Center environments
- Customer-facing skills and the ability to communicate clearly and effectively in English.
- 5 or more years of experience with software architecture and design within CCaaS systems. Past titles may include Solutions Architect, Systems Architect, and Technical Architect. Experience must include:
- NICE CXone platform experience at an architect level. Additionally, it is preferable to have the full Certified Implementation Partner Certifications:
- CIP Core Implementation Certification
- CIP Core Plus Implementation Certification
- Genesys Cloud CX – Architect Certification
- Designing CCaaS architectures including (but not limited to) networks, WFM, QM, AI tools, ACD, CRM Integration and IVR for large enterprise deployments.
- Creating designs that favour scalability and maintenance
- Experience with complex CCaaS solutions including integration with legacy Contact Centers and PBXs.
- Experience with API integrations
- Experience in participating in sales efforts including demonstrations, requirement gathering, POCs, estimating and the creation of Statements of Work
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