Publicada el Publicado hace 19 hr horas
Misión del puesto
What you will do
We’re looking for a Solutions Architect to shape and evolve our general cloud contact center ecosystem .
You’ll play a key role in designing scalable, resilient, and future-ready solutions across voice, digital, and AI-driven channels. This is a highly collaborative role where you’ll work closely with business leaders, engineers, and vendors to improve customer experience and operational performance.
How you will do it
Architecture & Strategy
- Design and own end-to-end architecture for our cloud contact center platform (CCaaS).
- Ensure solutions are scalable, secure, and aligned with business goals.
- Lead architecture reviews and guide technical decision-making.
Collaboration & Delivery
- Translate business needs into practical, scalable solutions.
- Partner with engineering, infrastructure, and vendors to deliver outcomes.
- Support implementation planning and continuous improvements.
Innovation & Transformation
- Evaluate new technologies (AI, automation, analytics, digital channels).
- Identify opportunities to enhance customer and agent experience.
- Contribute to the long-term roadmap and modernization strategy.
Advisory & Leadership
- Act as a trusted advisor to stakeholders.
- Proactively identify risks and recommend solutions.
- Influence the future direction of the contact center ecosystem.
What we look for
Required
- Proven track of experience in contact center solution architecture , platform design , and supporting enterprise contact center environments in multiple regions.
- Hands-on experience with cloud contact center platforms (e.g. NICE – our current platform, Amazon Connect, Genesys Cloud).
- Strong understanding of IVR (interactive voice response), ACD (automatic call distribution), VoIP, Omnichannel routing, and unified communications.
- Experience with APIs, SIP, and integrations.
- Familiarity with reporting, analytics, and workforce management tools.
Preferred
- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
- Overview of cloud telephony services.
- Exposure to AI, automation, or digital engagement platforms.
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