Solution Architect - Contact Center Technologies

- Plays the role of Product Manager/SME across customer experience management around contact center

- Product manager/management for cloud contact center platform such as Genesys, CXOne, Talkdesk, Avaya, AWS, Google CCAI etc.

- Experience in designing platform solution architecture and integration strategy with various client applications.

- Assist in solution development and articulation based on the scope and problem statement

- Enable project teams to understand functional / technical requirements

- Has experience in design and rollout of contact center systems such as call routing and distribution, call screening, inbound/outbound calls management, call screening, interactive voice response, call recording, post call analysis, multi-channel contact management, agent desktop, case management, quality assurance, self servicing, knowledge management, audit and quality control measures etc.

- Support building the domain capability and works with pre-sales teams as well

- Hands on experience or sufficient exposure to latest technology stacks and 3rd party products related to contact center systems / customer experience management.

What the client wants:

- Experience in designing platform solution architecture and integration strategy with various client applications.

- Does the candidate know what is happening in the contact center space other than the details mentioned in the resume.

- Can you sell the contact center solutions irrespective of the technology/platform

If he/she is able to do the above 3 then they are an IDEAL fit for this role.