Contact Center Solution Architect (CCaaS)

Lorven Technologies Inc

Lincoln, NE, United States

about 1 month ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

10 years minimum

Working hours

Regular working hours

Job source

www.careerjet.com

Tech stack

Application Programming Interfaces (APIs) Artificial Intelligence Amazon Web Services JIRA Microsoft Azure Cloud Computing Security Microsoft Dynamics CRM Microsoft Software Salesforce.Com Amazon Connect Genesys Api Management

Job description

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
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Requirements

We are looking for a senior CCaaS Solution Architect with strong customer facing experience to design and deliver end to end cloud contact center solutions across leading CCaaS platforms such as NICE CXone, Genesys Cloud, Amazon Connect, and Microsoft CCaaS. The role involves owning the complete IVR customer journey, omnichannel design, WFM, and API based integrations, translating customer requirements into scalable, secure cloud architectures., * 10 to 15 years of experience in Contact Center / CCaaS architecture

Hands on experience with multiple CCaaS platforms such as:
NICE CXone (preferred)
Genesys Cloud
Amazon Connect
Microsoft CCaaS
Strong expertise in:
IVR & customer journey design
WFM solutions
REST/API integrations
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

Preferred

NICE CXone certification
Experience with AI driven contact center capabilities
Exposure to Quality Management (QM)
Familiarity with Agile delivery and Jira

About the company

Lincoln, NE Spreetail propels brands to increase their ecommerce market share across the globe while improving their operational costs. Learn how we are building one of the fastest-growing eco…