Job description

Job Description: Lead solution development and architectures for enterprise-scale Contact Center transformation leveraging CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9). Architect omnichannel journeys, IVA/Conversational AI, Agent Assist/GenAI, WEM/WFO, CRM/ITSM integrations, and QoE/XLA analytics. Own platform selection, HLD/LLD, migration from Avaya/Cisco, security/BCP, and delivery to measurable outcomes (AHT, FCR, CSAT/NPS, deflection, cost-to-serve). Roles and Responsibilities • Define target-state architecture and migration roadmap for CCaaS and omnichannel engagement. • Design IVA/Conversational AI, Agent Assist, and analytics solutions. • Integrate CRM (Salesforce/Dynamics), WFM/WFO, and telephony/SBC. • Ensure compliance (PII, HIPAA, PCI), observability, and BCP/DR. • Lead orals, solution governance, and vendor management. Strategy & Architecture • Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). • Drive platform selection and reference architecture across Genesys Cloud CX / Amazon Connect / NICE CXone / Five9 with clear trade-offs (routing, WEM/WFO, extensibility, cost). • Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach. Design & Integration • Solution IVA/Conversational AI (NLU/NLP), Agent Assist/GenAI, knowledge search, real-time guidance, QA automation, and post-interaction analytics. • Own integration patterns for CRM/CS platforms (Salesforce, Dynamics 365), ITSM (ServiceNow), WFM/WFO (NICE/Verint), telephony/SBC, and Teams Phone where applicable. • Establish data & analytics pipelines for interaction, intent, sentiment, and QoE/XLA dashboards; codify experience KPIs into health-of-operations views. Migration & Delivery • Lead migration from legacy Avaya/Cisco to CCaaS, including number porting, call flows, routing/dialer strategies, knowledge/QA transitions, and pilot → scale roadmaps. • Define non-functional requirements (reliability, latency, recording/archival, security, PII/HIPAA/PCI), SRE/observability, and BCP/DR for CCaaS. • Provide orals leadership, own PRDs/HLD/LLD, test strategy (IVR/IVA, regression, contact flows), and cutover planning. Governance & Outcomes • Run design authority, backlog triage, and vendor governance; track value against AHT, FCR, CSAT/NPS, call deflection, self-service adoption, agent productivity, and cost-to-serve. • Champion change management & adoption for agents and supervisors (agent desktop, WEM/WFO, coaching, QA insights). Preferred Qualifications: • CRM: Salesforce Service Cloud / Dynamics 365 Customer Service (CTI, screen-pop, case routing). • WEM/WFO/WFM: NICE/Verint; QM automation; forecasting & scheduling. • Telephony/SBC: SIP, SBCs (AudioCodes/Sonus), Teams Phone integration. • Certifications: AWS CCP/SAA or Amazon Connect; Genesys Cloud Professional; NICE CXone; Five9; Azure/AWS Architect; TOGAF; ITIL. Mandatory Skills Experience: • Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. • IVA/Conversational AI, GenAI agent assist, and speech/text analytics. • CRM/ITSM integration, WEM/WFO, and automation experience. • Strong client-facing and orals leadership skills. Required Qualifications: • 10+ years in Contact Center technologies; 5+ years architecting CCaaS/omnichannel programs at enterprise scale. • Design/delivery on at least two of: Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Twilio Flexincl. routing, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance). • Solid grounding in security & compliance (PII, HIPAA/PHI, PCI-DSS, SOC2), SRE/observability, and BCP/DR for CCaaS. Technical Skills: • Expertise in Genesys Cloud CX / Amazon Connect / NICE CXone / Five9. • IVA/Conversational AI, GenAI agent assist, and speech/text analytics. • CRM/ITSM integration, WEM/WFO, and automation experience. • Strong client-facing and orals leadership skills. Desired Skills • Certifications in CCaaS platforms, AWS/Azure, TOGAF, ITIL. • Google CCAI (Contact Center AI) experience for IVA/Agent Assist and conversational AI orchestration. • Executive presence; crisp storyteller for orals/steerco. • Product thinking: MVP first, then scale with telemetry-driven improvements. • Strong vendor management and cross-functional leadership. Salary Range: $136,500-$210,800 a year #LI-KR2

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