AVP - Solution Architect

Michael Page; Dadri; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Competitive salary and bonuses

Growth-oriented environment

Opportunity to work with tech-first company

Job summary

Michael Page is looking for a leader for a role focused on cloud contact center technologies in Dadri, Uttar Pradesh. The candidate will manage and implement Omni-channel solutions, collaborating closely with teams to enhance operations.

Applicants should have expertise in Amazon Connect, Genesys PureCloud, and various AI technologies. A competitive salary, bonuses, and opportunities for growth in a tech-focused environment are on offer.

Qualifications

• Strong experience in cloud architecture and micro-services.
• Ability to design digital solutions for contact center platforms.
• Hands-on experience with IVR, Speech Analytics, and related technologies.

Responsibilities

• Drive results in business and client transformation.
• Lead and manage contact center platforms and technologies.
• Collaborate with sales and business teams to implement solutions.

Skills

Omni-channel interaction platforms

Conversational AI

API integration

Cloud technologies

Process diagnostics frameworks

Tools

Amazon Connect

Genesys PureCloud

NICECXOne

Job description

• Competitive base salary and opportunity to earn bonuses


• Leadership role within a rapid growing MNC

About Our Client

Our client is a global data analytics and digital operations company that helps organizations modernize business models and scale artificial intelligence initiatives

Job Description

This role is responsible for driving results in business and client transformation. This passionate, energetic, and service-centered role will lead and manage the Omni channel cloud contact center platforms, Conversational AI IVR, Chat & VoiceBOTs, sentiment and speech analytics, and contextual customer insights available for making human agents much smarter to drive business impact in our clients' operations.

• This role focuses on delivering CCaaS solutions to enhance contact center capabilities in the evolving digital landscape. It involves close collaboration with sales and business teams to design and implement transformative contact center solutions aligned with operational goals


• Ability to discover and design a digital solution that covers IVR call-flows, Conversational AI and integrations with multi-interface deployments


• Conduct testing, validation, and performance tuning. Create detailed architecture diagrams, technical documentation, and user guides


• Domain expertise across various industries like insurance, healthcare, utilities, travel etc. Adding advantages to this role


• Sound experience in business discovery (BRD), solution design all related processes and methodologies


• Cross functional collaboration to manage assigned deliverables with defined timelines


• Good understanding and experience of process diagnostics frameworks

The Successful Applicant

• Omni-channels interaction platform and technologies of Amazon Connect, Genesys PureCloud, NICECXOne


• Conversational AI, IVR, Speech Analytics, NLP, Chat/ VoiceBOTs and related integrations


• Strong understanding of APIs (SOAP & REST), cloud services (AWS, Azure, GCP), and integration frameworks


• Omni-Channels like Email, Chat, SMS, WhatsApp/Social Media integrations and related workflows


• Hands experience in leveraging latest technology - Amazon Connect, NICECXOne, Genesys PureCloud and other cloud technologies (Any one of them)


• Hands‑on experience in cloud architecture landscape, landing zones, micro-services architecture and applicability on re‑engineering cloud contact center platforms


• Avaya, Genesys or other cloud native CTI integrations and routing logic experience


• Exposure on micro service architecture‑based cloud application development and deployment


• Develop PoCs, prototype to demonstrate solution capabilities/expected features

What's on Offer

• Competitive salary and bonuses


• Opportunity to work with a forward looking tech first company


• Supportive growth oriented environment