ALLTECH CONSULTING SVC INC
Network Architect – Voice Biometrics/NLP/Conversational IVR
ALLTECH CONSULTING SVC INC, Oregon, Wisconsin, United States, 53575
About the Opportunity
We are seeking a highly skilled Architect with expertise in CCaaS solutions such as Genesys and NICE, along with knowledge of Quality Monitoring, Workforce Management, Outbound Dialer, IVR and 3rd-party application integration. The ideal candidate will play a vital role in the design of the overall architecture for implementation, upgrade, and functionality testing of the CCaaS solutions and adjuncts. This individual should possess strong technical knowledge in designing customer-centric solutions.
Responsibilities
Lead and contribute to the overall solution design for cloud-based contact center solutions, including Quality Monitoring, Workforce Management, Outbound Dialer, IVR and 3rd-party application integration.
Optimize the contact center solution to drive organizational objectives.
Create architectural solution documents, LLD, HLD, and define implementation phases for execution.
Collaborate with stakeholders to understand business requirements and design solution documents accordingly.
Follow industry standards and best practices to develop an effective, high-availability, scalable solution to support future growth.
Coordinate with delivery teams and OEMs/vendors to streamline the implementation process.
Evaluate interoperability between various products and OEMs and propose the appropriate version to implement.
Assist the delivery team with design-related questions as needed.
Participate with the delivery team to troubleshoot technical issues and provide solutions during the implementation phase.
Oversee quality assurance processes to identify and address issues during the implementation phase.
Participate in UAT with the customer to ensure the solution meets expectations.
Provide post-implementation support for ongoing issues and a positive user experience.
Collaborate with delivery and support teams to deliver exceptional customer service and resolve technical issues effectively.
Qualifications
Bachelor’s degree in computer science, Information Technology, or equivalent.
Proven experience in solution design for CCaaS such as Genesys, NICE, etc.
Strong understanding of contact center technologies, telephony, and 3rd-party application integrations.
Project management skills with the ability to manage multiple tasks and deadlines.
Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
Self-motivated and capable of working independently with minimal supervision.
Flexibility with work timings to align with customer’s working hours and project delivery timelines.
Certifications in Contact Center, CCaaS or related technologies are an added advantage.
#J-18808-Ljbffr
Responsibilities
Lead and contribute to the overall solution design for cloud-based contact center solutions, including Quality Monitoring, Workforce Management, Outbound Dialer, IVR and 3rd-party application integration.
Optimize the contact center solution to drive organizational objectives.
Create architectural solution documents, LLD, HLD, and define implementation phases for execution.
Collaborate with stakeholders to understand business requirements and design solution documents accordingly.
Follow industry standards and best practices to develop an effective, high-availability, scalable solution to support future growth.
Coordinate with delivery teams and OEMs/vendors to streamline the implementation process.
Evaluate interoperability between various products and OEMs and propose the appropriate version to implement.
Assist the delivery team with design-related questions as needed.
Participate with the delivery team to troubleshoot technical issues and provide solutions during the implementation phase.
Oversee quality assurance processes to identify and address issues during the implementation phase.
Participate in UAT with the customer to ensure the solution meets expectations.
Provide post-implementation support for ongoing issues and a positive user experience.
Collaborate with delivery and support teams to deliver exceptional customer service and resolve technical issues effectively.
Qualifications
Bachelor’s degree in computer science, Information Technology, or equivalent.
Proven experience in solution design for CCaaS such as Genesys, NICE, etc.
Strong understanding of contact center technologies, telephony, and 3rd-party application integrations.
Project management skills with the ability to manage multiple tasks and deadlines.
Excellent verbal and written communication skills and the ability to collaborate with cross-functional teams.
Self-motivated and capable of working independently with minimal supervision.
Flexibility with work timings to align with customer’s working hours and project delivery timelines.
Certifications in Contact Center, CCaaS or related technologies are an added advantage.
#J-18808-Ljbffr