Title: Contact Center Sr. Solutions Architect (Genesys, NICE, AWS Connect)

Location: Jersey City, NJ/Chicago, IL and Atlanta, GA(Onsite)

Main Responsibilities:

• Ability to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
• Ability to work with enterprise and network architects to design low level architecture diagram.
• Ability to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
• 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.

Must Have:

• 10 years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
• 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
• Core knowledge of telephony protocols and architecture
• Through understanding of leading AI tools and market trends
• Understanding of modular design
• Hands on experience on designing and implementing best practices related to IVR and NLU
• Through understanding of WEM/WFM and it's interactions with core CCaaS platform

Must have advance certification like :

• CCNP(Cisco Certified Network Professional)
• CCIE(Cisco Contact Center Implementing Enterprise)
• NIce CXOne Core Plus
• Google Cloud Platform (Genesys Cloud Professional)
• Genesys Cloud CX Certified Developer
• Genesys Cloud Certified API Developer
• Genesys Cloud Scripting Certified Specialist

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 Jira and Scrum is preferable.
• Understanding of 3rd party LLM modules
• Integrations of custom AI engines with CCaaS tools