Contact Center Solution Architect

Job Title: Contact Centre Solution ArchitectRate: Up to £675 per day Inside IR35Start Date: 13/5/2024Duration: 6 week contract (possible extension)Location: RemoteJob Description: As a Contact Centre Solution Architect, you will be responsible for designing and implementing end-to-end contact centre solutions that meet the business requirements and objectives of our organisation. You will work closely with stakeholders to understand their needs, assess technology options, and architect solutions that optimise performance, scalability, and customer experience.Skills and qualifications:Bachelor's or master's degree in computer science, Information Technology, or related field.Lots of experience in solution architecture, design, and implementation, with a focus on contact center technologies.In-depth knowledge of contact centre concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM).Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.Strong understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact centre solutions.Proficiency in system integration techniques, APIs, web services, and middleware technologies.Excellent communication, collaboration, and stakeholder management skills.Ability to lead and influence cross-functional teams in a dynamic, fast-paced environment.Preferred Qualifications:Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.Experience with Agile or DevOps methodologies for software development and deployment.Knowledge of emerging contact centre trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement.Experience in industries such as telecommunications, finance, healthcare, or retail with complex contact centre requirements.Responsibilities:Solution Design and Architecture:Collaborate with stakeholders to gather and analyse business requirements for contact centre solutions.Design and architect scalable, reliable, and cost-effective contact centre solutions that meet business objectives and align with industry best practices.Define system architecture, integration points, data flows, and technical specifications for contact centre components including IVR, ACD, CRM, workforce management, reporting, and analytics.Technology Evaluation and Selection:Evaluate and recommend contact centre technologies, platforms, and vendors based on business requirements, technical capabilities, and industry standards.Conduct proof-of-concept (POC) projects and technology assessments to validate the feasibility and performance of proposed solutions.Integration and Implementation:Define integration requirements and strategies for connecting contact centre solutions with existing systems, applications, and third-party services.Collaborate with internal IT teams, vendors, and partners to implement and configure contact centre solutions, ensuring seamless integration and alignment with business processes.Performance Optimisation and Scalability:Identify opportunities to optimise the performance, scalability, and efficiency of contact centre solutions through system tuning, load balancing, and capacity planning.Conduct performance testing and optimisation activities to ensure contact centre solutions meet performance requirements under varying workloads and conditions.Security and Compliance:Ensure contact centre solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2.Define security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy.Documentation and Knowledge Sharing:Document solution architecture, design decisions, configurations, and technical specifications.Provide guidance, training, and knowledge transfer to internal teams and stakeholders on contact centre technologies, best practices, and implementation methodologies.
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