Solutions Architect

Job Title: Contact Center Solution Architect

Location: West Trenton, NJ

Employment Type: [Contract/Right to Hire]

Job Summary:

We are seeking a highly skilled Contact Center Solution Architect with extensive experience with RingCentral and other cloud-based communications and collaboration platforms. The ideal candidate will have a deep understanding of Contact Center Architecture, design, deployment, and management of scalable, secure, and reliable solutions. They will also have expertise in business continuity planning to ensure uninterrupted service delivery.

Key Responsibilities:

• Architect & Design: Develop end-to-end contact center architectures leveraging RingCentral and other UCaaS/CCaaS platforms to meet business needs.
• Implementation & Deployment: Lead the deployment, configuration, and integration of cloud-based contact center solutions across multiple channels (voice, chat, SMS, email, etc.).
• Solution Optimization: Enhance system scalability, availability, and security while ensuring compliance with industry regulations (HIPAA, PCI-DSS, etc.).
• Continuity & Disaster Recovery: Design and implement business continuity and disaster recovery plans to minimize downtime and ensure service reliability.
• Automation & Integration: Work with APIs and automation tools to integrate RingCentral with CRM, ServiceNow, AI-driven chatbots, and other enterprise applications.
• Performance Monitoring: Establish monitoring strategies for system performance, call quality, and security using analytics tools.
• Stakeholder Collaboration: Work closely with IT, network teams, business units, and vendors to define requirements and execute projects effectively.
• Innovation & Best Practices: Stay updated on emerging trends in contact center technologies, AI, automation, and cloud telephony to drive continuous improvement.

Required Qualifications:

• 10 years of experience in Contact Center architecture and deployment.
• Extensive expertise in RingCentral Contact Center (or similar platforms like Genesys Cloud, NICE CXone, Five9, Avaya, etc.).
• Strong knowledge of VoIP, SIP, WebRTC, and cloud PBX solutions.
• Experience with multi-channel customer engagement, AI-driven chatbots, and self-service automation.
• Deep understanding of business continuity planning, disaster recovery, and high availability strategies.
• Experience with API integrations, scripting (Python, JavaScript), and workflow automation.
• Hands-on experience with CRM platforms (Salesforce, Microsoft Dynamics, etc.) and ITSM tools like ServiceNow.
• Knowledge of security best practices and compliance frameworks (HIPAA, PCI, GDPR, SOC 2).
• Strong problem-solving, leadership, and communication skills.

Preferred Qualifications:

• Certifications in RingCentral, AWS, Azure, or Google Cloud Contact Center solutions.
• Experience with AI-powered customer engagement tools.
• Knowledge of AI/ML-driven analytics for customer experience.