Senior CCaaS Application Architect

Miratech; Toronto; Remote; CAD 80,000 - 130,000; Full time

Job summary

Join a forward-thinking company as a Senior CCaaS Application Architect, where you will lead the transformation of contact center environments for top-tier clients. This role involves designing innovative solutions and ensuring the integrity of customer infrastructures while leveraging your extensive experience in contact center technology. You will collaborate with business units to optimize operations and enhance customer experiences. With a culture that emphasizes relentless performance and growth, this opportunity offers a dynamic and inclusive work environment, competitive compensation, and the chance to make a global impact. If you're ready to shape the future of customer service technology, this is the perfect role for you.

Benefits

Health insurance

Relocation program

Professional development opportunities

Mentorship programs

Flexible remote work

Inclusive work environment

Team-building social events

Qualifications

• 5+ years of experience in Contact Center technology and domain.
• 3+ years of experience in Application Architecture and leadership.

Responsibilities

• Lead functional design and development of application systems in the Contact Center Ecosystem.
• Provide technical leadership and consultation for senior management.

Skills

Enterprise Level Contact Center technology

Application Architecture

Leadership

RESTful APIs

Reporting and data methodologies

Desktop applications best practices

Contact Center vendor solutions

Cloud architecture

Tools

API gateways

Google Cloud

Microsoft Azure

Amazon Web Services

Job description

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for a Senior CCaaS Application Architect who will assist in maintaining the integrity of the customer’s infrastructure. This will be accomplished through a detailed knowledge of contact center solution components and their interactions, staying abreast of relevant technological changes, and focusing on strategic requirements by working with business units in a continuous growth and optimization planning cycle.
The project involves working with a top 5 Canadian Bank to transform its contact center environment and overall Customer Experience. Be part of creating the overall architecture and design to change and shape their overall 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.
• Analyzing the existing system to understand its current architecture and functionality.
• Developing APIs to support future requirements and system enhancements.
• Designing and implementing the future-state desktop architecture based on business needs.
• Offering comprehensive senior-level technical consulting to other IT senior management and technical teams.
• Making technology selection decisions in situations where business requirements are not completely defined.

Qualifications:

• 5+ years of Enterprise Level Contact Center technology and domain experience.
• 3+ years of Application Architecture experience.
• 3+ years of leadership experience, including developing and presenting to varying levels of Leaders.
• Experience with creating architecture and solutions leveraging restful APIs, API blueprints, and design of API gateways.
• Deep understanding of reporting and data methodologies, service oriented architectures, and data concepts to recommend and design Enterprise level reporting solutions.
• In-depth experience with desktop applications and desktop architecture best practices.
• 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.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.