Solution Architect (CCaaS)

Is this role right for you?

In this role you will :

• Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements.
• Collaborate with cross-functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs.
• Evaluate and select appropriate CCaaS platforms and technologies, such as Genesys Cloud, to meet the organization's needs.
• Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans.
• Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices.
• Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization.
• Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience.
• Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise.
• Implement AI tools in the Contact Centre : Lead the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI-driven insights.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have :

What's in it for you?