CCaaS Architect
Apply NowCompany: CAPGEMINI ENGINEERING
Location: Toronto, ON M4E 3Y1
Description:
Locations: Toronto, Mississauga, Calgary, Montreal, Vancouver
Job Description
Skills:
10 or more years' experience in building and managing Contact Center tech stack
5 or more years of E2E experience in designing and building NICE Contact Center solutions
Experience with CCaaS Telephony infrastructure
Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief
Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Job Description
- Design and Build Conversational IVR, Autpilot Virtual Agents and Omni-channel contact center solutions using NICE CXOne platform.
- Implement Routing strategy, ACD, Data/API Integrations, Quality Management and Voice of Customer components on the NICE CXOne platform
- Implement CXOne Expert Knowledge Base solutions
- Implement NICE IEX Workforce Management solutions
- Lead technical resources for NICE CXone implementations.
- Create technical documentation for detailed designs as per the business requirements.
- Advise the testing teams on Contact Center Testing Strategy
Skills:
10 or more years' experience in building and managing Contact Center tech stack
5 or more years of E2E experience in designing and building NICE Contact Center solutions
Experience with CCaaS Telephony infrastructure
Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief
Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.