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SeniorFull-timeGitAI
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Solutions Architect to lead the design and architecture of cloud-based CCaaS ecosystems that transform customer experiences. This role will enable clients to achieve operational excellence by integrating intelligent, scalable contact center solutions with their core technologies.
Key Responsibilities
- →Serve as the subject matter expert on modern CCaaS and CX platforms, working with enterprise clients to understand their challenges and goals, and developing customized solution proposals.
- →Analyze complex business requirements and design comprehensive technical architectures that integrate CCaaS solutions with CRM systems, AI/analytics tools, WFM, and other customer experience technologies.
- →Create detailed project estimates, including costs, timelines, and resource needs, for the implementation, migration, and optimization of cloud contact center solutions.
- →Develop complete solution designs covering telephony architecture, omnichannel routing, digital integration, data flows, and security considerations to guide successful deployments.
- →Support sales teams by answering deep technical questions, proposing innovative CX solutions to client challenges, and enhancing our technical proposals.
- →Stay at the forefront of CX and CCaaS innovations, evaluating and incorporating new features from leading platforms and AI services to continuously improve our solution offerings.
Requirements
- ✓Expertise in CX platforms such as Genesys, Google, Five9, TalkDesk, Amazon, and NICE.
- ✓Experience with various applications including inbound, outbound, WFM, and integrated technologies within the CX space.
- ✓Strong understanding of CRM systems, speech analytics, and omni-channel CX.
- ✓Ability to analyze complex business requirements and design comprehensive technical architectures.
- ✓Experience with creating detailed project estimates for implementation, migration, and optimization of cloud contact center solutions.
- ✓Knowledge of telephony architecture, omnichannel routing, digital integration, data flows, and security considerations.
- ✓Ability to support sales teams by answering technical questions and proposing innovative solutions.
- ✓Commitment to staying updated on CX and CCaaS innovations.
