Solution Architect – Contact Center

Position Description:

Company Profile:
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 Contact Centre

Position: AC

Experience: 9 yrs

Category: IT Infrastructure

Main location: Bangalore

Position ID: J0226-0626

Employment Type: Full Time

Qualification: Bachelors degree in computer science or related field or higher with minimum 3 years of relevant experience.

Position Description
Job Summary: We are seeking an experienced Solution Architect to join our team specializing in Contact Center solutions. The successful candidate will be responsible for designing and implementing comprehensive contact center solutions that meet the needs of our clients. This role requires a deep understanding of contact center technologies including telephony CRM and workforce management systems. The Solution Architect will work closely with cross-functional teams to identify business requirements design solutions and ensure seamless integration with existing Responsibilities:

1. Solution Design: Design and develop comprehensive contact center solutions that meet client requirements including telephony CRM and workforce management systems.
2. Technical Leadership: Provide technical leadership and guidance to project teams ensuring that solutions are designed and implemented to meet business requirements and technical standards.
3. Requirements Gathering: Work with clients and stakeholders to gather business requirements and identify opportunities for process improvements.
4. Solution Implementation: Collaborate with implementation teams to ensure that solutions are implemented correctly and meet the required standards.
5. Integration: Design and implement integrations with existing systems including CRM ERP and other third-party applications.
6. Testing and Quality Assurance: Develop and execute test plans to ensure that solutions meet the required standards and are thoroughly tested before deployment.
7. Documentation: Create and maintain technical documentation including solution designs architecture diagrams and technical notes.
8. Stakeholder Management: Communicate with stakeholders including clients project sponsors and technical teams to ensure that solutions meet their expectations and requirements.
9. Industry Trends: Stay up-to-date with industry trends and emerging technologies applying this knowledge to improve solution designs and implementations.

Requirements:

1. Technical Skills: * Proficiency in contact center technologies including telephony CRM and workforce management systems. * Experience with integration technologies such as APIs web services and messaging queues. * Knowledge of cloud-based contact center platforms such as Amazon Connect Genesys or Five9. * Familiarity with agile development methodologies and version control systems such as Git.
2. Soft Skills: * Excellent communication and interpersonal skills with the ability to work with cross-functional teams and stakeholders. * Strong problem-solving and analytical skills with the ability to design and implement creative solutions. * Ability to work in a fast-paced environment with multiple projects and deadlines.

Nice to Have:

1. Contact Center Experience: Prior experience working in a contact center environment with a deep understanding of contact center operations and technology.
2. CCaaS Understanding: Knowledge of Contact Center as a Service (CCaaS) platforms and their applications in modern contact centers.
3. Experience with DevOps: Experience with DevOps practices such as continuous integration and continuous deployment (CI/CD).
4. Knowledge of IT Service Management: Knowledge of IT service management frameworks such as ITIL.
5. Cloud Computing: Experience with cloud computing platforms such as Amazon Web Services (AWS) or Microsoft Azure.
6. Programming Skills: Proficiency in programming languages such as Java Python or C.
7. Data Analytics: Experience with data analytics tools and technologies such as Tableau Power BI or SQL.
Behavioural Competencies :
Proven experience of delivering process efficiencies and improvements
Clear and fluent English (both verbal and written)
Ability to build and maintain efficient working relationships with remote teams
Demonstrate ability to take ownership of and accountability for relevant products and services
Ability to plan prioritize and complete your own work whilst remaining a team player
Willingness to engage with and work in other technologies

CGI is an equal opportunity addition CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.


1. Solution Design: Design and develop comprehensive contact center solutions that meet client requirements including telephony CRM and workforce management systems.
2. Technical Leadership: Provide technical leadership and guidance to project teams ensuring that solutions are designed and implemented to meet business requirements and technical standards.
3. Requirements Gathering: Work with clients and stakeholders to gather business requirements and identify opportunities for process improvements.
4. Solution Implementation: Collaborate with implementation teams to ensure that solutions are implemented correctly and meet the required standards.
5. Integration: Design and implement integrations with existing systems including CRM ERP and other third-party applications.
6. Testing and Quality Assurance: Develop and execute test plans to ensure that solutions meet the required standards and are thoroughly tested before deployment.
7. Documentation: Create and maintain technical documentation including solution designs architecture diagrams and technical notes.
8. Stakeholder Management: Communicate with stakeholders including clients project sponsors and technical teams to ensure that solutions meet their expectations and requirements.
9. Industry Trends: Stay up-to-date with industry trends and emerging technologies applying this knowledge to improve solution designs and implementations.

Requirements:

1. Technical Skills: * Proficiency in contact center technologies including telephony CRM and workforce management systems. * Experience with integration technologies such as APIs web services and messaging queues. * Knowledge of cloud-based contact center platforms such as Amazon Connect Genesys or Five9. * Familiarity with agile development methodologies and version control systems such as Git.
2. Soft Skills: * Excellent communication and interpersonal skills with the ability to work with cross-functional teams and stakeholders. * Strong problem-solving and analytical skills with the ability to design and implement creative solutions. * Ability to work in a fast-paced environment with multiple projects and deadlines.

Nice to Have:

1. Contact Center Experience: Prior experience working in a contact center environment with a deep understanding of contact center operations and technology.
2. CCaaS Understanding: Knowledge of Contact Center as a Service (CCaaS) platforms and their applications in modern contact centers.
3. Experience with DevOps: Experience with DevOps practices such as continuous integration and continuous deployment (CI/CD).
4. Knowledge of IT Service Management: Knowledge of IT service management frameworks such as ITIL.
5. Cloud Computing: Experience with cloud computing platforms such as Amazon Web Services (AWS) or Microsoft Azure.
6. Programming Skills: Proficiency in programming languages such as Java Python or C.
7. Data Analytics: Experience with data analytics tools and technologies such as Tableau Power BI or SQL.

Skills:

• Integration Management
• VoIP
• VoIP
• VoIP

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.