What are the responsibilities and job description for the Contact Center Solution Architect position at TEPHRA?
Description :
Enterprise Solutions Architect with contact center technology expertise as well as strong business acumen. Will work as a key member of practice team and support multiple client engagements across industries. Should have implemented contact center technologies and helped customers in moving from legacy contact centers to modern contact centers preferably leveraging the new cloud based contact centers and integrating them with enterprise systems and services.
Responsibilities :
- Will be responsible for leading customer discussions, demonstrating subject matter expertise, contact center solution design, technical design and advise on best practices
- Based on Customer specific requirements and use cases, define roadmap, architect solutions and end to end ownership of iterating and ensuring the solutions are deployed and fit for purpose
- For a given customer context and requirements, review solution architecture, evaluate solution options (build, buy, reuse, re-engineer, migrate), evaluate technologies and define implementation plan
- Collaborate and work as part of engagement team involving customer and Our Client teams
- Work using agile based methodologies and architecture frameworks
- Identify and design cost effective natural language self-service opportunities and other contact center transformation opportunities and design solutions for these identified opportunities
- Design Customer Call Flow processes, Natural language Processing capabilities, dynamic routing and integration
- Develop re-usable artifacts, assets, best practices, thought leadership and Point of views related to contact center transformation
- Travel on short notice to customer meetings and engagements (average 50%)
Qualifications :
Implementation experience with cloud based technologies
8 Years
Chicago, IL or NJ or Cincinnati OH (Preferred is Chicago)
