Senior CCaaS Application Architect

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We are looking for a Senior CCaaS Application Architect who will assist in maintaining the integrity of the customer's infrastructure. This will be accomplished through detailed knowledge of contact center solution components and their interactions, staying abreast of relevant technological changes, and focusing on strategic requirements by working with business units in a continuous growth and optimization planning cycle.

The project involves working with a top 5 Canadian Bank to transform its contact center environment and overall Customer Experience. Be part of creating the overall architecture and design to change and shape their contact center ecosystem.

Responsibilities:

• Leading the functional design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.
• Providing consultation for senior management on a wide spectrum of existing and emerging infrastructure technologies.
• Translating user requirements into process and data requirements and developing solutions for the business with far-reaching impact.
• Providing technical leadership to develop precise steps and processing logic across all platforms, ensuring the designed specifications meet business needs.
• Analyzing the existing system to understand its current architecture and functionality.
• Developing APIs to support future requirements and system enhancements.
• Designing and implementing the future-state desktop architecture based on business needs.
• Offering comprehensive senior-level technical consulting to other IT senior management and technical teams.
• Making technology selection decisions in situations where business requirements are not completely defined.

Qualifications

• 5+ years of enterprise-level contact center technology and domain experience.
• 3+ years of application architecture experience.
• 3+ years of leadership experience, including developing and presenting to varying levels of leadership.
• Experience with creating architecture and solutions leveraging RESTful APIs, API blueprints, and API gateways design.
• Deep understanding of reporting and data methodologies, service-oriented architectures, and data concepts to recommend and design enterprise-level reporting solutions.
• In-depth experience with desktop applications and architecture best practices.
• Experience with multiple contact center vendor solutions covering voice (IVR, outbound dialer, routing), omnichannel (SMS/email/chat), call recording, speech analytics, quality management, workforce management, real-time and historical reporting, fraud detection/management, natural language, and text-to-speech.
• Knowledge of cloud architecture (Google, Microsoft, Amazon).
• Ability to create advanced design documents, including conceptual architectures.

Nice to have:

• Experience with AI/BOT development and integrations (e.g., Google Dialogflow, Amazon Lex, IBM Watson).
• Ability and willingness to learn new technologies and stay current with technological trends.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• IT Services and IT Consulting