Contact Center Solution Architect

Role: Contact Center Solution Architect

• Main Responsibilities
• Ability to design solutions around CCaaS (Genesys PureCloud, Amazon Connect, NICE CXOne, Nuance) tool in complex environments with integrations to CRM, MDM etc.
• Ability to work with enterprise and network architects to design low level architecture diagram.
• Must be familiar with implementation best practices for CCaaS and it s real time and batch integrations with underlying systems
• Ability to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
• Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
• Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
• Work with dev leads and address core issues related to performance, security, scalability etc.
• Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
• Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
• Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.
• Design efficient agent desktop by integrating with underlying systems
• Collaborate with UI/UX and conversation design teams to develop a solution for Chatbot and Voice bot
• Ability to oversee entire contact center solution by understanding dependencies on data, API, reporting, KPIs and high level delivery
• Demonstrate ability to leverage Gen AI to design optimal contact center experience for both customers and agents

Must Have

10 years of experience in leading CCaaS platform such as Genesys, NICE, Amazon Connect, Avaya or Cisco

5 years of hands-on development background with java/springboot/APIs

5 years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics

Must have knowledge of key cloud platforms such as AWS, MS Azure or Google Cloud Platform

Must have thorough understanding of Telephony protocols and architecture

Must have experience of at least 2 big projects migrating from on-prem to CCaaS

Must have through understanding of security mechanism, voice bio, masking etc.

Conversant with leading AI modules and how those are linked with CCaaS tools

2 years of hands on experience with Gen AI tools like Kore.AI, Nuance, Microsoft CoPilot

Must be familiar with recent trends (e.g. Agentic AI) and future roadmap of key hyperscalers and CCaaS platforms

Must have advance certification like

Genesys Cloud CX Certified Developer

Genesys Cloud Certified API Developer

Genesys Cloud Scripting Certified Specialist

Google Cloud Platform (Genesys Cloud Professional)

CCNP(Cisco Certified Network Professional)

CCIE(Cisco Contact Center Implementing Enterprise)

NICE CXOne Core Plus

Nice to have

Experience with QM and Workforce Management

Knowledge of AI tools

Knowledge of leading CRM like Salesforce or MS Dynamics is a plus

Knowledge of middleware like MuleSoft, Boomi as well as ETL tools like Informatica, Kingswaysoft

Knowledge of Jira and Scrum is preferable.

About Capgemini
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.
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Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.