Diverse Lynx
Job Description:
Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9). Architect omnichannel journeys, IVA/Conversational AI, Agent Assist/GenAI, WEM/WFO, CRM/ITSM integrations, and QoE/XLA analytics. Own platform selection, HLD/LLD, migration from Avaya/Cisco, security/BCP, and delivery to measurable outcomes (AHT, FCR, CSAT/NPS, deflection, cost-to-serve).
Roles and Responsibilities
Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement. Design IVA/Conversational AI, Agent Assist, and analytics solutions. Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/Client. Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR. Lead orals, solution governance, and vendor management.
Strategy & Architecture
Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach. Design & Integration
Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics. Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/Client, and Teams Phone where applicable. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views. Migration & Delivery
Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot → scale roadmaps. Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS. Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning. Governance & Outcomes
Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve. Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).
Preferred Qualifications:
CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing). WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling. Telephony/Client: SIP, Clients (AudioCodes/Sonus), Teams Phone integration. Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL. Mandatory Skills Experience:
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills. Required Qualifications:
10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale. Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flex-incl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance). Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS. Technical Skills:
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. • IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills. Desired Skills
Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL. Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration. Executive presence; crisp storyteller for orals/steerco. Product thinking: MVP first, then scale with telemetry-driven improvements. Strong vendor management and cross-functional leadership.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9). Architect omnichannel journeys, IVA/Conversational AI, Agent Assist/GenAI, WEM/WFO, CRM/ITSM integrations, and QoE/XLA analytics. Own platform selection, HLD/LLD, migration from Avaya/Cisco, security/BCP, and delivery to measurable outcomes (AHT, FCR, CSAT/NPS, deflection, cost-to-serve).
Roles and Responsibilities
Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement. Design IVA/Conversational AI, Agent Assist, and analytics solutions. Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/Client. Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR. Lead orals, solution governance, and vendor management.
Strategy & Architecture
Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach. Design & Integration
Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics. Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/Client, and Teams Phone where applicable. Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views. Migration & Delivery
Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot → scale roadmaps. Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS. Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning. Governance & Outcomes
Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve. Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights).
Preferred Qualifications:
CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing). WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling. Telephony/Client: SIP, Clients (AudioCodes/Sonus), Teams Phone integration. Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL. Mandatory Skills Experience:
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills. Required Qualifications:
10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale. Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flex-incl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance). Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS. Technical Skills:
Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. • IVA/Conversational AI, GenAI agent assist, and speech/text analytics. CRM/ITSM integration, WEM/WFO, and automation experience. Strong client-facing and orals leadership skills. Desired Skills
Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL. Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration. Executive presence; crisp storyteller for orals/steerco. Product thinking: MVP first, then scale with telemetry-driven improvements. Strong vendor management and cross-functional leadership.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.