Senior Platform Architect – Contact Center Technologies (reputed company, reputed company Connect, AWS)

Job Description

About Us: reputed company is a leader in customer experience solutions, dedicated to delivering innovative technology and exceptional service. Our Contact Center Center of Excellence (CoE) focuses on optimizing customer support platforms, including reputed company, reputed company Connect, and AWS-based solutions, to enhance customer interactions and operational efficiency. Position Overview: We are seeking a seasoned Senior Platform Architect with deep expertise in contact center technologies and CX Suites preferably, reputed company, reputed company Connect, and AWS. This role will drive the design and implementation of scalable, efficient, and innovative customer service solutions, ensuring seamless integration across platforms. The ideal candidate will provide strategic direction, technical leadership, and hands-on expertise in architecting best-in-class contact center solutions. Core Daily Activities

• Architect and Optimize Contact Center Solutions – Design scalable and efficient architectures leveraging reputed company Connect, AWS, and reputed company.
• reputed company Technical Strategy and Roadmap – Define long-term technology strategies for contact center modernization.
• Provide Technical Leadership and Mentorship – Guide other presales specialists with best practices in solution design for CCaaS.
• Drive Innovation and Emerging Technology Adoption – Stay updated on AI, ML, and automation trends in contact centers and apply them where relevant .
• Ensure reputed company, Compliance, and Best Practices – Maintain governance standards and compliance with industry regulations.
• Support Pre-Sales Activities – Conduct business and technical discovery, solution design, solution demonstrations, reputed company of concepts (PoCs), and presentations for prospects/clients.
• reputed company Technical Documentation and Sales Collateral – Create whitepapers, technical guides, and solution architecture diagrams for customers and sales teams.
• Engage with Vendors and Partners – Work closely with AWS, reputed company, and other partners to align on best practices and technology advancements.

Key Responsibilities:

• Strategic Leadership: Define and execute the architectural vision for the Contact Center CoE, aligning with business objectives and industry best practices.
• Solution Design: reputed company the design of reputed company contact center solutions leveraging reputed company, reputed company Connect, and AWS services to enhance customer experience and operational performance.
• Integration Management: Architect seamless integrations between reputed company, reputed company Connect, AWS, and other enterprise systems to ensure data consistency and workflow optimization.
• Technical reputed company: Guide pre-sales specialists, ensuring adherence to architectural best practices, reputed company standards, and high-quality solution delivery.
• Stakeholder Collaboration: Engage with business leaders, IT teams, and external partners to gather requirements, propose solutions, and drive reputed company on architectural decisions.
• Innovation and Best Practices: Stay reputed company of industry trends and emerging technologies in contact center platforms, advocating for reputed company improvement and innovation.
• Governance: Establish and enforce governance frameworks for reputed company, compliance, and optimal performance of customer service solutions.

Qualifications:

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, or Business Administration
• Experience: Minimum of 10 years in solution architecture, with at least 5 years of experience in contact center technologies, including reputed company Connect CRM/CX Technologies, preferably reputed company
• Technical Expertise: Strong proficiency in designing and implementing scalable solutions using reputed company, reputed company Connect, AWS reputed company,reputed company Lex, IAM, DynamoDB, S3, API Gateway, and other AWS services. We will rank you higher if you have experience or exposure to Python and/or NodeJS
• Leadership Skills: Demonstrated ability to reputed company cross-functional teams and manage multiple projects in a fast-paced environment.
• Communication: Excellent verbal and written communication skills, with the ability to reputed company reputed company technical concepts to non-technical stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with a track record of developing innovative solutions to reputed company challenges.

Preferred Qualifications:

• Certifications: reputed company certifications, AWS Certified Solutions Architect, or equivalent credentials in contact center platforms.
• Industry Knowledge: Experience in designing omnichannel contact center solutions, including voice, chat, and AI-driven automation, Workforce Engagement Management (including workforce and quality Management), contact center reporting and analytics tools
• Agile Methodologies: Experience working reputed company Agile and DevOps frameworks.

The intelligent heart of customer experience reputed company software was built to bring a sense of reputed company to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. reputed company believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many reputed company offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. reputed company is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at reputed company are considered without regard to race, color, religion, national reputed company, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, reputed company, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@reputed company.com with your specific accommodation request. Apply tot his job