CRM Solution Architect

Job Description

Job Description

Position : CRM Solution Architect

Location : Chicago IL

Duration : 12 Months contract

Remote / Onsite : Hybrid Mode (Candidate must be local or Willing to relocate.)

Relocation assistance : No Relocation charges provided

Job Description :

We are seeking a skilled and innovative Contact Center Enterprise Architect to lead the design, development, and optimization of our enterprise contact center solutions. This role emphasizes expertise in push notification systems and mobile-centric platforms, including mobile integration, ensuring seamless and high-quality customer interactions .

Key Responsibilities :

Architecture Design & Strategy :

Develop and implement scalable, secure, and efficient enterprise architecture for contact centers, ensuring alignment with business objectives.

Push Notifications Expertise :

Architect and implement advanced push notification frameworks to enhance customer engagement and real-time communication capabilities.

Mobile Platform Integration :

Collaborate with cross-functional teams to integrate and optimize mobile features for an enhanced mobile user experience.

Technology Stack Management :

Evaluate and select appropriate tools, frameworks, and platforms for contact center operations, including IVR systems, chatbots, and communication APIs.

Scalability and Reliability :

Ensure the contact center solutions can handle peak loads and scale effectively while maintaining high availability and low latency.

Compliance and Security :

Incorporate industry standards and regulatory requirements into the architecture, ensuring data protection and system integrity.

Stakeholder Collaboration :

Work closely with product managers, developers, and business stakeholders to translate requirements into actionable architectural designs.

Innovation :

Stay updated with emerging technologies and trends in contact centers, push notifications, and mobile ecosystems to drive continuous improvement.

Qualifications :

Bachelor's or Master's degree in Computer Science, Information Systems, or a related field.

Proven experience as an Enterprise Architect, ideally within contact center environments.

Strong knowledge of push notification services (e.g., Firebase, Apple Push Notification Service, etc.).

Expertise in mobile platforms and mobile.com integration.

Familiarity with cloud-based contact center solutions (e.g., AWS Connect, Genesys Cloud, Cisco Contact Center).

Proficiency in communication protocols (e.g., SIP, WebRTC) and APIs (e.g., Twilio, Nexmo).

Hands-on experience with omnichannel customer service technologies (voice, chat, email, SMS).

Strong understanding of security, scalability, and high-availability design principles.

Excellent problem-solving, communication, and leadership skills.

Preferred Skills :

Certifications in Enterprise Architecture frameworks (e.g., TOGAF, Zachman).

Experience with AI-driven contact center technologies like NLP and ML.

Familiarity with Agile methodologies and DevOps practices.

Prior experience in industries such as telecom, retail, or finance.