Contact Center Architect

Agilent Technologies, Inc.; Hyderabad; Sur place; INR 3 000 000 - 5 500 000; Plein temps

Résumé du poste

Agilent Technologies, Inc. in Hyderabad seeks a senior Contact Center Architect to design, implement and govern enterprise CC solutions across voice, chat and digital channels. You will lead AI orchestration, bot-to-agent handoff and multi-language flows while ensuring security, reliability and scalable performance.

The role requires 10+ years of CC delivery experience, strong integration capabilities and excellent stakeholder communication. Day shift; occasional travel may be required.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Engineering or related field.
• 10+ years in hands-on contact center delivery including implementation, configuration and governance.
• Strong experience with enterprise CC platforms, conversational AI, routing, channels and analytics.
• Proven ability to work with APIs, webhooks, middleware, data, and secure integration patterns.

Responsabilités

• Plan, design and deploy scalable contact center solutions across channels.
• Lead integrations with CRM, identity, analytics and workforce systems.
• Establish monitoring, alerting, logging and incident response for production CC environments.
• Provide technical leadership and governance across teams and vendors.

Connaissances

Contact center design

Conversational AI

Bot orchestration

System integration

DevOps / CI/CD

Monitoring & observability

Formation

Bachelor’s degree in IT/CS/Engineering

Advanced degree preferred

Description du poste

## Contact Center ArchitectApply: India-Hyderabad-Unit 201: Full time: Posted Today: 4040001## **Job Description**The Contact Center Senior Developer will be responsible for planning, designing, developing, configuring, securing, monitoring, and supporting enterprise Contact Center solutions that meet business requirements and enable reliable, scalable, and well-governed customer engagement processes across voice, chat, chatbot, and digital channels. Specific responsibilities are:* Create scalable designs, configurations, tests, and deployments of contact center capabilities across voice, chat, chatbot, routing, agent experience, reporting, and digital engagement channels.* Architect solutions that balance scalability, performance, security, maintainability, customer experience, and business value.* Define and maintain contact center configuration standards for queues, skills, routing, channels, agent profiles, business hours, IVR/chat flows, reporting, and governance.* Provide technical leadership for conversational AI, orchestration, bot-to-agent handoff, attached data, multilingual flows, fallback handling, and customer-context transfer.* Establish monitoring, alerting, logging, observability, and incident response practices that improve production stability and operational visibility.* Integrate contact center platforms with enterprise systems using APIs, webhooks, middleware, events, secure authentication, and reusable integration patterns.* Support integrations with multiple CRM technologies, knowledge, workforce, identity, analytics, and regional business applications as required.* Manages large information technology vendors in the technical aspects of designing and developing contact center solutions* Manage DevOps and release practices, including source control, CI/CD, environment management, testing, regression validation, deployment governance, and production readiness.* Assess emerging contact center technologies and develop roadmap recommendations based on capability maturity, integration fit, risk, supportability, cost, scalability, and business value.## ## **Qualifications****Qualification:*** Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field; advanced degree preferred.* 10+ years of hands-on Contact Center experience across implementation, configuration, integration, production support, operational governance, and enterprise-scale delivery.* Strong experience with enterprise contact center platforms, conversational AI, orchestration, bot design, routing, agent experience, digital channels, reporting, analytics, and support configuration.* Working knowledge of bot-to-agent handoff, customer-context transfer, attached data, multilingual conversation design, fallback handling, APIs, webhooks, middleware, events, identity services, and secure integration patterns.* Experience designing and operating monitoring, alerting, logging, dashboards, diagnostics, observability, and incident management practices for production contact center environments.* Strong understanding of DevOps and release management, including source control, CI/CD, environment management, automated validation, regression testing, deployment governance, and production change control.* Ability to evaluate emerging technologies and build vendor-neutral roadmap recommendations based on business value, architecture fit, supportability, security, compliance, total cost of ownership, scalability, and long-term platform strategy.* Excellent communication, collaboration, troubleshooting, judgment, and ownership skills, with the ability to work effectively under pressure with business stakeholders, architects, developers, administrators, vendors, and global IT teams. **Additional Details**This job has a full time weekly schedule.Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. During the hiring process, a recruiter can share more about the specific pay range for a preferred location. Pay and benefit information by country are available at: https://careers.agilent.com/locationsAgilent Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.## **Travel Required:**Occasional## **Shift:**Day## **Duration:**No End Date## **Job Function:**IT