CCaaS Application Architect
CCaaS Application Architect
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Job Description
We are looking for a CCaaS Application Architect who will assist in maintaining the integrity of the customers infrastructure. This will be accomplished through a detailed knowledge of contact center solution components and their interactions staying abreast of relevant technological changes and focusing on strategic requirements by working with business units in a continuous growth and optimization planning cycle.
The project involves working with a top 5 Canadian Bank to transform its contact center environment and overall Customer Experience. Be part of creating the overall architecture and design to change and shape their overall Contact Center ecosystem.
This role requires visiting the office in Toronto twice a week.
Responsibilities:
- Leading the functional design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.
- Providing consultation for senior management on a wide spectrum of existing and emerging infrastructure technologies.
- Translating user requirements into process and data requirements and developing solutions for the business with farreaching impact.
- Providing technical leadership to develop precise steps and processing logic across all platforms ensuring the designed specifications achieve business needs.
- Offering comprehensive seniorlevel technical consulting to other IT senior management and technical teams.
- Making technology selection decisions in situations where business requirements are not completely defined.
Qualifications :
- 5 years of Enterprise Level Contact Center technology and domain experience
- 3 years of Application Architecture experience.
- 3 years of leadership experience including developing and presenting to varying levels of Leaders.
- Advanced experience with multiple Contact Center vendor solutions covering: Voice (IVR Outbound Dialer and Routing) Omnichannel (SMS/email/chat) Call Recording Speech Analytics Quality Management Workforce Management Real Time and Historical Reporting Fraud Detection/Management Natural Language and TexttoSpeech.
- Experience with AI/BOT development and integrations (i.e. Google Dialogflow Amazon Lex IBM Watson).
- Knowledge or Certifications in cloud architecture (Google Microsoft Amazon).
- Ability to create advanced design documents including Conceptual Architectures.
- Ability and willingness to learn new technology and evolve to current technology trends
- Experience with restful APIs API blueprints and design of API gateways
- Deep understanding of reporting and data methodologies serviceoriented architectures and data concepts to recommend and design Enterpriselevel reporting solutions
Additional Information :
We offer
- Strong career opportunities for professionals
- A variety of international projects and mobility across projects
- Professional development support and professional certification opportunities
- Competitive compensation advanced bonus systems
- Paid vacations and paid sick leaves
- Flexible work schedule with a possibility for teleworking
- Corporate health insurance program
- Foreign languages classes and communication with native speakers
- Corporate mobile service compensation in case theres business need
- Modern and conveniently located offices with good working conditions
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
