Our client, a large professional services firm located in Phoenix, AZ, is looking to hire a Contact Center Solution Architect for a 12-month hybrid contract. The consultant should possess hands on engineering and design/architecture experience for both on-premise as well as CCaaS. The consultant will be responsible for assessing the customer’s current contact center architecture and design a migration roadmap to a CCaaS platform. The consultant will make solution architecture recommendations for platform modernization.
The Solution Architect will also work to identify opportunities to enhance customer experience using AI—intent detection, virtual assistants, predictive routing, sentiment analysis, and more.
Required Skills:
- Must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.
- Experience assessing current contact center infrastructure (both on-prem and cloud) and make architecture recommendations for platform modernization
- Experience with Genesys (preferably some Five9 (as well)
- Able to contribute with hands on engineering on these platforms
- Knowledge of Routing Logic & WFM
- Experience with AI – intent detection, virtual assistants, predictive routing, sentiment analysis, and more