Solution Architect
3 weeks ago
We are Global IT Recruitment specialist that provides support to the clients across UK, Europe and Australia. Job Title: Contact Center Solution Architect
Location: Remote
As a Contact Center Solution Architect, you will be responsible for designing and implementing end-to-end contact center solutions that meet the business requirements and objectives of our organization. You will work closely with stakeholders to understand their needs, assess technology options, and architect solutions that optimize performance, scalability, and customer experience.
ai's platform, considering long-term scalability, performance, and maintainability.
# Define system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics.
# Conduct proof-of-concept (POC) projects and technology assessments to validate feasibility and performance of proposed solutions.
# Integration and Implementation:
# Collaborate with internal IT teams, vendors, and partners to implement and configure contact center solutions, ensuring seamless integration and alignment with business processes.
# Performance Optimization and Scalability:
# Identify opportunities to optimize performance, scalability, and efficiency of contact center solutions through system tuning, load balancing, and capacity planning.
# Conduct performance testing and optimization activities to ensure contact center solutions meet performance requirements under varying workloads and conditions.
# Ensure contact center solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2.
# Define security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy.
# Document solution architecture, design decisions, configurations, and technical specifications.
# Provide guidance, training, and knowledge transfer to internal teams and stakeholders on contact center technologies, best practices, and implementation methodologies.
Bachelor’s or master’s degree in computer science, Information Technology, or related field.
~Extensive experience in software development, architecture, and solution design, with a focus on conversational AI, chatbots, and related technologies.
~ SIP, VoIP, CTI, ACD, IVR, CRM).
~ AWS, Azure, Google Cloud) and cloud-based contact center solutions.
~ Proficiency in system integration techniques, APIs, web services, and middleware technologies.
~ Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Experience with Agile or DevOps methodologies for software development and deployment.
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