Senior CCaaS Solution Architect

CYNET SYSTEMS INC.

Lincoln, United States of America

yesterday

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Experience level

Senior

Lincoln, United States of America

API

Artificial Intelligence

Amazon Web Services (AWS)

JIRA

Azure

Cloud Computing

Microsoft Dynamics CRM

Microsoft Software

Salesforce

Systems Integration

Amazon Connect

Api Management

Design end to end CCaaS solutions, including IVR journeys, omnichannel flows, and customer experience design.
Lead customer workshops to gather requirements and propose best fit CCaaS solutions.
Architect and integrate Workforce Management (WFM), reporting, and analytics.
Design and govern API based integrations with CRM and enterprise systems.
Create high level and detailed architecture, call flow, and integration diagrams.
Support on prem to CCaaS migration and cloud transformation initiatives.
Provide architectural leadership, estimates, and guidance to delivery teams.

10 to 15 years of experience in Contact Center / CCaaS architecture.
Hands on experience with multiple CCaaS platforms such as NICE CXone, Client Cloud, Amazon Connect, and Microsoft CCaaS.
Strong expertise in IVR & customer journey design.
WFM solutions experience.
REST/API integrations experience.
Experience integrating CCaaS with CRM systems (Salesforce, MS Dynamics).
Solid understanding of cloud platforms (AWS / Azure / GCP).
Good knowledge of security, compliance, and data privacy in cloud contact centers., * NICE CXone certification.
Experience with AI driven contact center capabilities.
Exposure to Quality Management (QM).
Familiarity with Agile delivery and Jira.