Contact Center Architect

Contact Center Solution / Technology Architecture – with Hands on experience

Contact Center Architect.

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• 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

If you are interested and available, please send your CV for immediate consideration.

Anastasia Demciucena (ademciucena@redglobal.com)