J&M Group
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Contact Center Solution Architect
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J&M Group
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5 months ago Be among the first 25 applicants
Join to apply for the
Contact Center Solution Architect
role at
J&M Group
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.
Job Description
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 ” “
Primary Skills : CCaaS , NICE, Genesys Seniority level
Seniority level Entry level
Employment type
Employment type Contract
Job function
Job function Engineering and Information Technology
Industries IT Services and IT Consulting
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