Title:  Solution Architect (NJUS)

Purpose of Position

The Solutions Architect is responsible for designing and deploying customer experience solutions within large-scale contact center environments. This role will leverage expertise in contact center technologies, CRM integrations, and cloud platforms to architect efficient, scalable solutions across multiple communication channels and countries. The ideal candidate will demonstrate a balance of creativity and technical expertise, ensuring the delivery of complex voice and data communication solutions that meet requirements and compliance standards. This role is crucial for driving design, gathering requirements, fostering innovation, improving customer experiences, and ensuring smooth operations with maximum efficiency. 

Tasks and Responsibilities

• Tasks and Responsibilities 
• Design and implement API strategies for integrating customer experience solutions, including CRM, ERP, and other 3rd party applications. 
• Integration with MS Teams and Genesys Cloud 
• Architect and deploy enterprise-scale (10,000+ agents) contact center platforms across multiple regions, ensuring integration with voice, chat, SMS, and email channels. 
• Lead migration efforts from on-premise to  CCaaS platforms solutions, with a focus on Genesys Cloud. 
• Collaborate with cross-functional teams to ensure technical design meets business needs and regulatory compliance. 
• Plan, scope, size, architect, design, prototype and engineer Genesys framework components 
• Provide hands-on technical expertise and guidance on cloud-based telecom applications, ensuring performance, reliability, and security. 
• Drive the adoption of conversational AI platforms (AWS Lex, Google CCAI, Kore.ai) in enterprise contact center solutions. 
• Maintain detailed technical documentation and manage configuration changes via internal systems. 
• Continuously drive innovation through the development of CX Cloud blueprints and accelerators 
• Work closely with Project Management to ensure projects are delivered on time and within scope, including addressing out-of-scope requests and coordinating change orders. 

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• Ability to build and maintain strong business relationships with clients and vendors. 

• High level of technical expertise in cloud-based telecom applications and contact center technologies. 

• Strong leadership, project management, and organizational skills. 

• Effective at providing guidance and support to junior team members. 

• Ability to handle multiple projects simultaneously, ensuring timely completion and client satisfaction. 

• Able to work in an Agile delivery environment with daily stand-up scrum calls