The CCaaS Architect will be responsible for designing and implementing Contact Center as a Service (CCaaS) solutions in complex enterprise environments. The role requires expertise in CCaaS platforms such as NICE, Genesys, AWS Connect, Avaya, and Cisco, with strong knowledge of telephony, IVR, CRM integrations, and AI tools. The architect will work closely with enterprise and network architects, developers, and client stakeholders to optimize contact center performance, security, and scalability.

EDUCATION & EXPERIENCE:

• 10+ years of experience leading CCaaS implementations (NICE, Genesys, AWS Connect, Avaya, Cisco).
• 5+ years of experience integrating telephony/IVR systems with CRM platforms (Salesforce, MS Dynamics).
• Deep knowledge of telephony protocols, AI-powered customer service tools, and omnichannel solutions.

PREFERRED SKILLS:

• Experience with Quality Management (QM) & Workforce Management (WFM).
• Experience integrating AI engines with CCaaS tools.
• Familiarity with Jira, Scrum methodologies, and Agile frameworks.

SKILLS SUMMARY:

• Core Expertise: CCaaS Solutions, IVR, CRM Integrations, AI-powered Contact Centers.
• Technical Proficiency: NICE, Genesys, AWS Connect, Avaya, Cisco, SIP, WebRTC, AI Chatbots, NLU.
• Certifications: CCNP, CCIE, NICE CXOne, Genesys Cloud Professional.
• Soft Skills: Leadership, Stakeholder Engagement, Cross-Functional Collaboration.