Contact Center Architect

Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction.

Amazing things happen when we work in environments where everyone feels a true sense of belonging and when candidates have the requisite skills and opportunities to succeed. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters.

Job Title -Contact Center Architect / SME

Job Location - Atlanta, GA / Minneapolis, MN (Hybrid )

Duration - 12 Months

Experience 15 years

Pay Rate $90-100/hr Max.

Job Description

We are seeking a senior-level resource with deep expertise in contact center technologies, focusing on driving productivity, innovation, and complete business outcomes. The ideal candidate should have a strong technical and architectural background in:

• AWS Connect for voice-based interactions

• Q in Connect for AI-driven agent assistance and automation

• IVR systems and their integration with agent desktop experiences

• Omnichannel customer journey orchestration within an airline or travel industry

• Key Responsibilities:

Responsibilities

• Architect seamless transitions between IVR and live agents, ensuring that customer context is preserved and efficiently surfaced to the specialist.

• Solve integration gaps where information transferred to the agent does not extend across other applications, leading to inefficiencies in call handling time.

• Implement deep linking solutions that allow data to flow between voice interactions and various applications used by the specialist.

• Leverage Q in Connect to enhance agent assist capabilities, providing real-time insights and automation to streamline customer interactions.

• Optimize agent experiences by reducing repetitive questioning and streamlining the customer handoff process.

• Drive innovation in contact center automation, ensuring smooth transitions between self-service and live assistance.

• Candidate should be able to architect, recommend, and implement solutions that enhance efficiency while reducing call handle times and improving overall agent productivity.

Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment.