Contact Center Solution Architect

As a Contact Center Solution / Technology Architect with hands-on experience, your role will involve assessing the current contact center architecture and designing a migration roadmap to a CCaaS platform. You will be responsible for recommending solution architecture for platform modernization and identifying opportunities to enhance customer experience using AI technologies such as intent detection, virtual assistants, predictive routing, and sentiment analysis. Key Responsibilities: - Proficiency in contact center technologies including on-premises and CCaaS - Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration - Knowledge of Routing Logic & WFM - 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 interviews to understand their contact center needs and downstream application impact Qualifications Required: - Hands-on experience in contact center architecture and migration to CCaaS platforms - Strong understanding of AI technologies for enhancing customer experience - Experience in collaborating with cross-functional teams and external vendors - Excellent communication and stakeholder management skills (Note: No additional details of the company were provided in the job description),