• Location: USA, Illinois, Chicago
  • Date Posted: 7th Dec, 2020
  • Reference: 12072020RM

Solutions Architect - Call Center Technologies

Job Summary:

This position would be focused on customer centric technologies such as telephony, call center technologies and its integration with other systems in the enterprise. The Enterprise architect should have a good handle on technologies in this space and ideally have at least one contact center transformation experience. We are not looking for a product expert but someone who knows these products well and has a breadth across multiple technologies - including cloud, integration, master data management, and data architecture so we develop a well-integrated enterprise solution.

Responsibility and Qualification:

  • Drive architecture and design for the call center and telephony infrastructure modernization initiatives
  • Develop a long-term solution to support the growing demands of customer communication, through voice as well as omni-channel (IVR, Chat, Chatbot etc )
  • Drive integration architecture across the different system in the enterprises including Servicing platform, enterprise data warehouse, Kafka /data streaming platform
  • In depth understanding of architecture principles across all domains - application architecture, data architecture, cloud, and integration architecture
  • Technical depth in technologies in areas of - call center technologies including modern cloud-based telephony/ customer communication platforms like amazon connect/twilio/Salesforce, IVR, Marketing automations, digital/omnichannel communications
  • Strong understanding of enterprise architecture frameworks, processes and methodologies like TOGAF
  • At least one enterprise implementation of- call center modernization, IVR, customer communication etc.

To fast track your application, you can reach out to me directly on (347) 783 - 6695 and/or R.Morad@masonfrank.com