Solution Architect for Contact Center Solutions
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Position Description:
Founded in 1976 CGI is among the largest independent IT and business consulting services firms in the world. With 94000 consultants and professionals across the globe CGI delivers an end-to-end portfolio of capabilities from strategic IT and business consulting to systems integration managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at .
Job Title: Solution Architect for Contact Center Solutions
Location: Bangalore / Chennai/ Hyderabad
Experience: 5- 8Years
Category: Software Development/ Engineering
Main location: Bangalore / Chennai/ Hyderabad
Job ID: 0126-1756
Employment Type: Full Time
Education : BE / / MCA / BCA
#LI-SK38
Your future duties and responsibilities:
We are looking for an experienced Contact Center Solutions to join our team. The ideal candidate should be passionate about coding and developing scalable and high-performance applications. You will work closely with our front-end developers designers and other members of the team to deliver quality solutions that meet the needs of our clients.
The Solution Designer Contact Center & Telephony is responsible for designing end-to-end technical solutions that enable seamless secure and scalable customer interactions across voice and digital channels. This role focuses on defining architectures and integration patterns for modern Contact Center platforms including Cloud Contact Center as a Service (CCaaS) Interactive Voice Response (IVR) Computer Telephony Integration (CTI) and related telephony infrastructure.
The Solution Designer will collaborate closely with business stakeholders architects infrastructure teams and vendors to ensure solutions meet business objectives technical standards and compliance requirements.
Key Responsibilities:
Solution Design & Architecture
. Design and document end-to-end Contact Center and telephony solutions that align with enterprise architecture principles and business needs.
. Define integration patterns between CCaaS platforms (e.g. Genesys Cloud Amazon Connect NICE CXone Cisco Avaya) and enterprise systems such as CRM middleware and workforce management tools.
. Develop call flow designs IVR scripts routing strategies and interaction models.
. Ensure scalability reliability and security in telephony and contact center architectures.
. Translate business requirements into detailed technical design specifications.
We are looking for an experienced Java Backend Developer to join our team. The ideal candidate should be passionate about coding and developing scalable and high-performance applications. You will work closely with our front-end developers designers and other members of the team to deliver quality solutions that meet the needs of our clients.
Collaboration & Delivery
. Work with project managers business analysts and developers to ensure alignment between solution design and implementation.
. Partner with network and infrastructure teams to define telephony connectivity SIP trunking and QoS configurations.
. Collaborate with vendors and third-party providers on CCaaS implementations or telephony integrations.
. Support proof-of-concept and pilot deployments for new solutions.
Required qualifications to be successful in this role:
Must Have:
. Strong understanding of CCaaS and on-prem contact center technologies (e.g. Genesys Amazon Connect Avaya Cisco NICE CXone).
. Experience with SIP VoIP SBCs IVR ACD CTI and call routing architectures.
. Knowledge of APIs web services and middleware for system integrations.
. Familiarity with cloud infrastructure (AWS Azure or GCP).
. Experience with CRM integrations (e.g. Salesforce MS Dynamics ServiceNow).
. Proficiency in call flow design tools and architecture documentation (Visio Lucidchart etc.).
Skills : Contact Centre CCaaS
Good To Have:
Governance & Standards
. Contribute to solution design governance and review processes.
. Ensure compliance with security privacy and regulatory requirements (e.g. PCI PIPEDA GDPR).
. Maintain architectural artifacts diagrams and documentation.
. Recommend best practices and emerging technologies in contact center modernization.
Skills:
- Salesforce Integration
- ServiceNow
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
Staff IC
Key Skills
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
