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Contact Center Solution Architect (CCaaS platform)-Hybrid/Chennai/Long Term Contract

0 years

0 Lacs

Chennai Tamil Nadu India

Posted:14 hours ago| Platform: Linkedin logo

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Skills Required

technology architecture routing design migration logic ai analysis data automation service

Work Mode

On-site

Job Type

Contractual

Job Description

  • Contact Center Solution / Technology Architecture – with Hands on experience.

  • Proficient in Contact center : On-premises and CcaaS
  • Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.
  • Assess the current Contact center architecture and design a migration roadmap to a CCaaS platform.
  • Solution architecture recommendation for platform modernization
  • Knowledge of Routing Logic & WFM
  • Identify opportunities to enhance customer experience using AI—intent detection, virtual assistants, predictive routing, sentiment analysis, and more.
  • Collaborate with internal application 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 stakeholder interview to understand their contact center need and also on downstream application impact

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