Job Description:

Location: REMOTE

Salary: $195,000.00 USD Annually - $210,000.00 USD Annually

Description: Our client is currently seeking a CCaaS Application Architect


Are you a CCaaS Application Architect with a solid understanding of software development and the CXone, Genesys Cloud or Amazon Connect platform? If you love solutioning for enterprise Clients and you have a passion for helping our customers solve for omnichannel, self-service IVR, routing, etc. this is the perfect challenge for you! Your expertise and knowledge will allow you to push platforms to the limit and transcend Client expectations.


As a CCaaS Application Architect you will engineer and design the most complex Contact Center applications imaginable for some of the largest companies in the world. You are the SME who understands operational impacts of technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business. You will manage project initiatives, address digital transformation goals and business priorities. You will work directly with Clients and manage engineers to ensure the solution meets client and our company quality standards. You will also roll up your sleeves and dive headfirst into the code to help the development team with complex problems. You will work autonomously as well as with a team of engineers, sales folks, Clients and other industry leaders. If you are a seasoned CCaaS Application Architect, looking for the next challenge, let us know and apply today.


Responsibilities:

Defining overall CXone, Genesys Cloud or Amazon Connect Application architectures including (but not limited to) networks, WFM, quality, AI tools, ACD, CRM Integrations and IVR

Creating designs that provide for effective maintenance, scalability, and upgradability such that they can be built by on or offshore engineers

Work effort estimations

Management of implementation being performed by engineers including code reviews, troubleshooting, requirements management and integration

What We're looking for:


Bachelor's degree in computer science, IT, or engineering or equivalent experience

10+ years' experience in Contact Center and UC environments

5 or more years of experience with software architecture and design with the CXone, Genesys Cloud and/or Amazon Connect platform. Past titles may include Solutions Architect, Systems Architect, Technical Architect.

Enterprise ACD, CTI and IVR experience including management of system limitations (threads, memory, etc..)

API integrations and Web service experience including authentication and synchronous/asynchronous designs

Ability roll up sleeve and dive into the code as needed, lead code reviews and fix issues as needed

Ability to create designs that leverage legacy/on-premises solutions and CCaaS systems

Ability to create customizations to work around system limitations or cost issues

Experience with on premise to Cloud migration and the technical challenges and implications.

Enterprise migration experience (1,000+ agent seats)

Excellent written communication including leading whiteboard sessions, technical design sessions, developing architecture and network diagrams, technical flow designs and more

Hands on experience with coding languages such as JavaScript, Python, Java, C++ is a plus

Network infrastructure experience is a plus

Experience with devops and CICD concepts including configuration-as-code, source code management (e.g. Github) and automated pipelines (Jenkins, Azure Devops, AWS CloudPipeline, etc.) is a plus


Additional Responsibilities:

Build actionable and achievable CCaaS transformation plans including specifying legacy system changes needed or recommended.

Define and build tools and libraries to augment CCaaS vendor capabilities (customizations, configurations, testing, code-reuse, etc..)

Creating sales demos within our lab environments

Serve as escalation point on client testing and troubleshooting as required.

Lead RCA activities as required to resolve delivery or production issues.

Create and lead executive sales and delivery discussions including the creation of PPTs or other required facilitation documents.

Contribute to project and solution proposals, estimate delivery timelines and support RFP responses

Lead POC activities as required for sales or project deliveries.

Contact: jbraden@judge.com


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