Technology Specialist (CCaaS) Hybrid

Quebec - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

Position Overview

The CCaaS (Contact Center as a Service) Architect is responsible for designing implementing and optimizing cloud-based contact center solutions to enhance customer experience streamline operations and meet business objectives. This role involves collaborating with cross-functional teams including IT customer service and business stakeholders to architect scalable and secure CCaaS platforms. The CCaaS Architect will leverage expertise in cloud technologies contact center operations and integration to deliver innovative solutions.

Key Responsibilities

Solution Design: Architect and design CCaaS solutions tailored to business requirements ensuring scalability reliability and performance
Platform Implementation: Lead the deployment and configuration of CCaaS platforms integrating with CRM ERP and other enterprise systems
Technical Leadership: Provide guidance to development and operations teams on best practices for CCaaS implementation and maintenance
Stakeholder Collaboration: Work with business leaders to understand customer experience goals and translate them into technical requirements
Optimization: Monitor and optimize contact center performance including call routing IVR systems omnichannel integration and analytics
Security and Compliance: Ensure CCaaS solutions comply with industry standards (e.g. PCI-DSS GDPR HIPAA) and maintain robust security protocols
Vendor Management: Collaborate with CCaaS vendors (e.g. AWS Connect Genesys Cloud Five9) to evaluate features negotiate contracts and ensure service quality
Documentation and Training: Create detailed technical documentation and provide training to internal teams on CCaaS systems and processes
Innovation: Stay updated on emerging CCaaS technologies AI-driven tools (e.g. chatbots sentiment analysis) and industry trends to recommend improvements

Qualifications

Education: Bachelors degree in Computer Science Information Technology or a related field. Masters degree or relevant certifications (e.g. AWS Certified Solutions Architect CCNP Collaboration) preferred
Experience:
- 5 years of experience in contact center architecture cloud-based solutions or related roles
- Proven experience designing and implementing CCaaS platforms (e.g. Amazon Connect Genesys Cloud Five9 or similar)
- Hands-on experience with cloud infrastructure (AWS Azure Google Cloud) and integrations with CRM platforms (e.g. Salesforce Zendesk)
Technical Skills:
- Proficiency in cloud architecture APIs and microservices
- Knowledge of contact center technologies including IVR ACD CTI and omnichannel solutions
- Familiarity with programming/scripting (e.g. Python JavaScript) for automation and customization
- Understanding of VoIP SIP WebRTC and telephony protocols
Soft Skills:
- Strong problem-solving and analytical skills
- Excellent communication and stakeholder management abilities
- Ability to work in a fast-paced collaborative environment

Preferred Qualifications

Experience with AI and machine learning applications in contact centers (e.g. natural language processing predictive analytics)
Familiarity with DevOps practices and tools (e.g. CI/CD pipelines Kubernetes)
Prior experience in Agile or Scrum methodologies
Industry certifications such as TOGAF ITIL or PMP

Work Environment

Location: Remote/On-site/Hybrid specify location if applicable
Travel: Occasional travel may be required for client meetings or vendor engagements
Reports To: Director of IT Customer Experience Lead or relevant position

The starting salary for this position is standardized for all new hires ensuring equitable compensation across incoming team members in this role.

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients suppliers candidates external partners etc.); interact in English with internal parties (colleagues internal partners stakeholders etc.); and work with IT tools whose interface is only accessible in English as part of this positions main responsibilities given its international scope.

Required Experience:

Description Position OverviewThe CCaaS (Contact Center as a Service) Architect is responsible for designing implementing and optimizing cloud-based contact center solutions to enhance customer experience streamline operations and meet business objectives. This role involves collaborating with cross-...