Contact Center Architect

IN01 Agilent Technologies (International); Hyderabad; Sur place; INR 1 200 000 - 2 600 000; Plein temps

Résumé du poste

Agilent Technologies Inc. in Hyderabad, India, seeks a senior Contact Center Developer to design, build, and maintain enterprise contact center solutions across voice, chat, chatbot, and digital channels.

You will lead architecture, configurations, and integrations with CRM systems, APIs, and middleware, ensuring secure, scalable, and reliable customer engagement while guiding DevOps practices and governance.

Qualifications

• Bachelor’s degree in information systems, computer science, engineering or a related field.
• 10+ years of hands-on contact center experience across implementation, configuration, integration and delivery.
• Strong experience with enterprise contact center platforms, conversational AI and analytics.
• Experience designing bot-to-agent handoff, multilingual flows, APIs, webhooks and secure integration patterns.

Responsabilités

• Create scalable designs, configurations, tests, and deployments of contact center capabilities across channels.
• Architect solutions balancing scalability, performance, security, and customer value.
• Define and maintain configuration standards for queues, routing, channels, and agent profiles.
• Provide technical leadership for conversational AI, bot design, and multilingual flows.
• Establish monitoring and incident response practices to improve stability and visibility.
• Integrate contact center platforms with enterprise systems using APIs, webhooks, and middleware.
• Support integrations with CRM, knowledge, workforce, identity, analytics, and regional apps.

Connaissances

Communication Skills

Collaboration

Troubleshooting

Ownership

Formation

Bachelor’s degree in Information Systems, Computer Science, Engineering

Outils

APIs & Webhooks

Middleware & Events

Identity Services

Secure Integrations

Description du poste

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

• 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/locations Agilent 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 Graduate and Student Career Site Visit our career site and learn more about Agilent Watch our video playlist to get a glimpse of life at Agilent! As a global leader in laboratory and clinical technologies, we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting‑edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life‑changing discoveries, we provide trusted answers to their most critical questions and challenges. Leveraging more than 50 years of expertise, we create advanced instruments, software, and consumables supported by teams of highly skilled and knowledgeable people. With 18,000 employees around the world, our global reach and comprehensive solutions provide the most reliable and accurate results, as well as optimal scientific, economic, and operational outcomes. We work collaboratively with our customers on their journey to make a real difference in human lives. Our culture is founded on trust, respect, and uncompromising integrity, and we pride ourselves on being a dynamic and inclusive workplace that celebrates diversity and fosters innovation. We can’t wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at Agilent.com.