Job Description
Competitive base salary and opportunity to earn bonuses Leadership role within a rapid growing MNC About Our Client Our client is a global data analytics and digital operations company that helps organizations modernize business models and scale artificial intelligence (AI) initiatives Job Description This role is responsible for driving results in business and client transformation. This passionate, energetic, and service-centered role will lead and manage the Omni channel cloud contact center platforms, Conversational AI IVR, Chat & VoiceBOTs, sentiment and speech analytics, and contextual customer insights available for making human agents much smarter to drive business impact in our clients' operations. *This role focuses on delivering CCaaS solutions to enhance contact center capabilities in the evolving digital landscape. It involves close collaboration with sales and business teams to design and implement transformative contact center solutions aligned with operational goals *Ability discover and design a digital solution that covers IVR call-flows, Conversational AI and Integrations with multi-interface deployments *Conduct testing, validation, and performance tuning. Create detailed architecture diagrams, technical documentation, and user guides. *Domain expertise across various industries like insurance, healthcare, utilities, travel etc. will be adding advantages to this role *Sound experience in business discovery (BRD), solution design all related process and methodologies *Cross functional collaboration to manage assign deliverables with defined timelines *Good understanding and experience of process diagnostics frameworks The Successful Applicant A successful Solution Architect should have: Omni-channels interaction platform and technologies of Amazon Connect, Genesys PureCloud, NICECXOne Conversational AI, IVR, Speech Analytics, NLP, Chat/ VoiceBOTs and related integrations Strong understanding of APIs (SOAP & REST), cloud services (AWS, Azure, GCP), and integration frameworks. Omni-Channels like Email, Chat, SMS, WhatsApp/Social Media integrations and related workflows Hands experience in leveraging latest technology - Amazon Connect, NICECXOne, Genesys PureCloud and other cloud technologies (Any one of them). Hands-on experience in cloud architecture landscape, landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms Avaya, Genesys or other cloud native CTI integrations and routing logic experience Exposure on micro service architecture-based cloud application development and deployment Develop PoCs, Proto-types to demonstrate solution capabilities/expected features What's on Offer Competitive salary and bonuses Opportunity to work with a forward looking tech first company Supportive growth oriented environment
