Tata Consultancy Services
Contact Center Solution Architect
Tata Consultancy Services, Phoenix, Arizona, United States, 85003
Job Title : Contact Center Solution Architect Experience Required - 8+ Years
Roles & Responsibilities: • Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration. • Candidate must be able to : • Assess the current Genesys architecture (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and design a migration roadmap to a CCaaS platform. • Evaluate and recommend which components of Genesys should be migrated, retired, or replaced. • knowledge of Routing Logic & WFM • Analyze existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment. • Guide team on migration and integration of WFM functionalities, ensuring alignment with forecasting, scheduling, and intraday management requirements. • Identify opportunities to enhance customer experience using AIintent detection, virtual assistants, predictive routing, sentiment analysis, and more. • Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy. • Work closely with IT, customer service operations, business teams, and external CCaaS vendors • Participate in vendor evaluations and selection process for CCaaS and AI solutions • Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact • Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
Salary Range - $100,000 to $135,000 per year
Roles & Responsibilities: • Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration. • Candidate must be able to : • Assess the current Genesys architecture (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and design a migration roadmap to a CCaaS platform. • Evaluate and recommend which components of Genesys should be migrated, retired, or replaced. • knowledge of Routing Logic & WFM • Analyze existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment. • Guide team on migration and integration of WFM functionalities, ensuring alignment with forecasting, scheduling, and intraday management requirements. • Identify opportunities to enhance customer experience using AIintent detection, virtual assistants, predictive routing, sentiment analysis, and more. • Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy. • Work closely with IT, customer service operations, business teams, and external CCaaS vendors • Participate in vendor evaluations and selection process for CCaaS and AI solutions • Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact • Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
Salary Range - $100,000 to $135,000 per year