Contact Center Sr. Solutions Architect

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Company: SysMind Tech

Location: Chicago, IL 60629

Description:

Main Responsibilities:

Ability to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
Ability to work with enterprise and network architects to design low level architecture diagram.
Ability to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
Ability to interact with client technical stakeholders and propose best technical option suitable for tperson long-term solution.
Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
Provide leadership & direction in tperson areas of technology and to facilitate and enable growth and business agility.
Work with dev leads and address core issues related to performance, security, scalability etc.
Coach and mentor junior developers and otpersonr team members. Conduct code reviews to ensure code quality, maintainability, and security.
Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.

Must Have:

10+ years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
Must have knowledge of key cloud platforms such as AWS, MS Azure or GCP
Core knowledge of telephony protocols and architecture
Through understanding of leading AI tools and market trends
Understanding of modular design
Hands on experience on designing and implementing best practices related to IVR and NLU
Through understanding of WEM/WFM and it's interactions with core CCaaS platform

Must have advance certification like :

Nice to have: