Contact Center Architect

Agilent Technologies Inc.; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Agilent Technologies in Hyderabad is seeking a senior Contact Center Developer to plan, design, and implement scalable omnichannel contact center solutions across voice, chat, and AI-driven interactions. You will architect architectures balancing performance, security, and business value while establishing governance and standard configurations.

You will lead integrations with enterprise systems, drive DevOps practices, and guide complex bot-to-agent handoffs, multilingual flows, and

Qualifications

• 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 and analytics.
• Experience designing and operating monitoring, alerting, diagnostics, observability, and incident management practices for production contact center environments.

Responsibilities

• Plan, design, develop, configure, secure, monitor, and support enterprise Contact Center solutions across voice, chat, chatbot, and digital channels.
• Architect scalable solutions balancing performance, security, maintainability, customer experience, and business value.
• Define and maintain configuration standards for queues, routing, channels, agent profiles, and IVR/chat flows.
• Provide technical leadership for conversational AI, bot handoff, multilingual flows, and data transfer.
• Establish monitoring, alerting, logging, observability, and incident response practices.
• Integrate contact center platforms with enterprise systems via APIs, webhooks, middleware, and secure integration patterns.
• Manage DevOps and release practices including CI/CD, environment management, and production readiness.
• Assess emerging technologies and build vendor-neutral roadmap recommendations.

Skills

Conversational AI

Orchestration

Bot design

Routing

Agent experience

Digital channels

Reporting

Analytics

DevOps

CI/CD

Education

Bachelor’s degree in Information Systems/CS/Engineering

Tools

APIs

Webhooks

Middleware

CI/CD

Identity services

Job description

Job DescriptionThe 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 solutionsManage 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.QualificationsQualification: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 DetailsThis 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:OccasionalShift:DayDuration:No End DateJob Function:IT