Contact Center- Platform Architect

Position Overview: As a Technical Architect, candidate should be responsible for ensuring the reliability, scalability, and efficiency of the platform and infrastructure supporting our Cloud and On-prem Contact Center solutions. You will work collaboratively within a cross-functional Agile team to drive continuous improvement and innovation.

• Understanding of cloud architecture principles including Cloud Contact Center Technologies
• Experience with cloud service providers like AWS and Azure.
• Familiarity with major cloud contact center platforms (Amazon Connect, Genesys etc. ).
• Understanding of PSTN telephony and VoIP technologies, from service providers like BT, Orange etc.
• Experience with CRM applications and API integration with contact center solutions.
• Experience in integrating various 3rd party applications with a contact center platform.
• Knowledge of security best practices in cloud contact center environments.
• Experience with identity and access management to design the sign-on process with cloud applications and knowledge on Azure EntraID.
• DevOps and Automation basic knowledge
• Basic knowledge and experience with Infrastructure as a Code.
• Understanding of data storage solutions in cloud.
• Knowledge on end data flow in contact centers platform.
• Collaborate with Agile Squad members and Service Providers to ensure alignment between platform capabilities and business requirements.
• Experience with analytics tools and reporting.
• Troubleshoot and resolve complex technical issues related to Cloud Contact Center implementations.
• Experience in writing technical documentation (Service Specification, High and Low Level design documents)
• Ability to provide solutions which are optimized for performance, reliability, scalability, and security of a contact center environment.
• Working knowledge on Agile methodologies and tools
• Collaborate with Agile Squad members to ensure alignment between platform capabilities and business requirements.
• Good to have knowledge on IT Networking and IT Security
• Good to have knowledge on IT network architecture, including load balancing and routing.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.

100%

Duties and Responsibilities

List in order of importance and state approximate weightage accorded to each.

50%

Infrastructure Cloud Operations best practices and support

25%

Infrastructure Network optimization and support

25%

Qualification, Experience, Technical and Functional Skills

Graduate BE, BTECH, BSc.

Experience in tools like JIRA, SNOW

• Understand the SaaS solution

• Experience in comparable role

Key Competencies

• Understanding of SaaS solution
• Understand IT Network environments
• Experience in Contact Center
• Understanding of various tools like JIRA, SNOW

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Lets care for tomorrow.