Senior CCaaS Solution Architect

CYNET SYSTEMS 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 Microsoft Dynamics CRM Microsoft Software Salesforce.Com Systems Integration Amazon Connect 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.
Provide architectural leadership, estimates, and guidance to delivery teams.

Requirements

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.