Contact Center Sr. Solutions Architect (Genesys, NICE, AWS Connect)

Title: Contact Center Sr. Solutions Architect (Genesys, NICE, AWS Connect)
Location: New York/Chicago//Atlanta/Columbia (Onsite)

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 the long-term solution.
• Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
• Provide leadership & direction in the 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 other 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 :

• CCNP(Cisco Certified Network Professional)
• CCIE(Cisco Contact Center Implementing Enterprise)
• NIce CXOne Core Plus
• GCP (Genesys Cloud Professional)
• Genesys Cloud CX Certified Developer
• Genesys Cloud Certified API Developer
• Genesys Cloud Scripting Certified Specialist

Nice to have:

• Experience with QM and Workforce Management
• Knowledge of AI tools
• Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
• Knowledge of Jira and Scrum is preferable.
• Understanding of 3rd party LLM modules
• Integrations of custom AI engines with CCaaS tools

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

About Capgemini:
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2023 global revenues of €22.5 billion.

Get The Future You Want | www.capgemini.com

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 refere