JD For Contact Center Solution Architect:
Skills and Responsibilities:
We are seeking a highly experienced Contact Center Solution Architect to help us assess, design, and unify our customer experience systems.
The ideal candidate will have deep expertise in AWS Connect and Genesys platforms, with a strong background in solution architecture, integration design, and strategic consulting.
Key Responsibilities:
Assess the current state of AWS Connect and Genesys deployments across business segments.
Define a future-state contact center architecture that aligns with business goals.
Design integration strategies between platforms, CRMs, data systems, and third-party tools.
Produce architecture documents, solution blueprints, and implement roadmaps.
Consult with business and technical stakeholders to gather requirements and define priorities.
Support vendor evaluation and platform consolidation decisions, if required.
Required Skills:
5+ years of hands-on experience with AWS Connect and/or Genesys (Cloud and/or engage).
Proven experience in designing hybrid or migration architectures involving cloud contact centers.
Knowledge of IVR, call routing, AI/ML use cases (e.g., chatbots, speech analytics), and omnichannel solutions.
Strong understanding of API integrations, data flows, and contact center analytics.
Excellent communication and stakeholder management skills.
Preferred Qualifications:
AWS or Genesys certifications (e.g., AWS Certified Solutions Architect, Genesys Cloud CX Architect).
Experience with CRMs (Salesforce, Dynamics), middleware platforms, and customer data platforms.
Exposure to security/compliance frameworks in contact center environments (e.g., GDPR, PCI).
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