CCaaS Application Architect

Miratech; Toronto; Remote; CAD 153,000 - 245,000; Full time

Job summary

Join a forward-thinking company as a CCaaS Application Architect, where you will play a pivotal role in transforming the contact center environment of a top Canadian bank. This exciting opportunity involves leading the design and development of innovative application systems while collaborating with various business units to enhance customer experiences. With a culture of relentless performance and a commitment to professional growth, you will thrive in a welcoming and inclusive environment. If you are passionate about technology and eager to make a global impact, this role is perfect for you.

Benefits

Health insurance

Relocation program

Professional development opportunities

Flexible work environment

Inclusive work culture

Team-building events

Sustainable business practices

Qualifications

• 1-3 years of experience in Enterprise Level Contact Center technology.
• Experience with multiple Contact Center vendor solutions including Voice and Omnichannel.
• Knowledge in cloud architecture is essential.

Responsibilities

• Lead the functional design and development of application systems in the Contact Center Ecosystem.
• Translate user requirements into process and data requirements.
• Provide technical leadership and consulting to IT senior management.

Skills

Enterprise Level Contact Center technology

Application Architecture

Leadership

Contact Center vendor solutions

Cloud architecture (Google, Microsoft, Amazon)

Advanced design documents

Tools

Google Dialogflow

Amazon Lex

IBM Watson

Job description

2 days ago Be among the first 25 applicants

Direct message the job poster from Miratech

We are seeking a CCaaS Application Architect to help maintain the integrity of the customer’s infrastructure. This role requires a deep understanding of contact center solution components and their interactions, staying up to date with technological advancements, and collaborating with business units to drive continuous growth and optimization.

This project involves partnering with a top 5 Canadian bank to transform its contact center environment and enhance the overall customer experience. You will play a key role in designing and shaping the future of their Contact Center ecosystem.

Responsibilities:

• Leading the functional design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.
• Providing consultation for senior management on a wide spectrum of existing and emerging infrastructure technologies.
• Translating user requirements into process and data requirements and developing solutions for the business with far-reaching impact.
• Providing technical leadership to develop precise steps and processing logic across all platforms, ensuring the designed specifications achieve business needs.
• Offering comprehensive technical consulting to other IT senior management and technical teams.
• Making technology selection decisions in situations where business requirements are not completely defined.

Qualifications

• 1-3 years of Enterprise Level Contact Center technology and domain experience.
• 1-3 years of Application Architecture experience.
• 1-3 years of leadership experience, including developing and presenting to varying levels of Leaders.
• Experience with multiple Contact Center vendor solutions covering: Voice (IVR, Outbound Dialer, and Routing), Omnichannel (SMS/email/chat), Call Recording, Speech Analytics, Quality Management, Workforce Management, Real Time and Historical Reporting, Fraud Detection/Management, Natural Language, and Text-to-Speech.
• Knowledge in cloud architecture (Google, Microsoft, Amazon).
• Ability to create advanced design documents, including Conceptual Architectures.

Nice to have:

• Experience with AI/BOT development and integrations (i.e., Google Dialogflow, Amazon Lex, IBM Watson).
• Ability and willingness to learn new technology and evolve to current technology trends.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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