What are the responsibilities and job description for the Software Application Architect-Hybrid position at Bright Horizons Children's Centers?
Serve as the contact center expert for contact center as a software (CCaaS) capabilities and implementation. Perform technical planning, architecture development and modification of specifications. Be responsible for voice, chat, email and SMS text routing. Develop and support CCaaS functionalities such as call flow design, CRM integration, scripting, etc. Troubleshoot and resolve system issues.
Conduct root cause analysis. Liaison with vendor technical support. Communicate effectively with contact center leadership and their stakeholders. Remain current on new product releases and advances.
What you will be doing :
- Collaborate with contact center leadership, stakeholders and other team members during discovery sessions to understand and define business requirements and to design solutions. Provide guidance regarding best practices, policies, and procedures to optimize platform use.
- Translate business requirements into call flow designs that enhance the customer experience.
- Drive the decision-making processes for call center design, implementation and support. Design and deliver new CCaaS platform features and functionality.
- Recommend technology, policies or processes that would benefit the organization and improve operations. Participate in technical evaluations of vendor software. Leverage new releases to maximize utilization of CCaaS technology.
- Design, develop, and implement CCaaS solutions (integrated process, applications, data, and technology) that optimize contact center operations and meet the requirements of our stakeholders. Integrate CCaaS with other contact center systems (e.g., Salesforce, ServiceNow, MS Dynamics, etc.).
- Troubleshoot CCaaS issues to include telephony integration, call flow, call quality, scripting, outbound campaigns and systems integration. Resolve integration and interface issues between various applications or systems. If necessary to escalate to internal or external technical support, do so timely and compile all details required to assess and identify the problem (e.g., interaction IDs, console logs, network logs, etc.). Test fixes to ensure problems have been adequately resolved.
- Serve as a communication bridge between business leaders, applications development teams and infrastructure teams to understand / clarify integration requirements, address questions and manage changes across teams. Serve as a technical liaison with third-party development partners.
- Continuously review existing CCaaS design. Propose to contact center leadership new technical architectures and solutions that reduce complexity and improve the customer experience. Stay updated on the latest CCaaS platform developments and advancements by monitoring weekly release notes.
- Ensure existing and future call flow documentation is complete, current, and stored appropriately.
- Participate in regular status meetings with contact center leadership and stakeholders. Actively provide insights and drive improvements to existing systems and processes based on observation, analysis of data, business direction, and strategic focuses.
- Implement APIs based on architecture frameworks and guidelines.
What we hope you will bring to this role :
Additional Job Requirements :
Compensation Range :
100,000-$115,000 per year
Benefits :
Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements :
Life at Bright Horizons :
Our people are the heart of our company. Because we're as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us .
Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster : EEO - English and EEO - Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).
Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
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Remote working / work at home options are available for this role.
Salary : $100,000 - $115,000
