Contact Center Architect

Navlakha Management Services; Pune District, Thiruvananthapuram; Hybrid; INR 1,400,000 - 1,900,000; Full time

Job summary

Navlakha Management Services seeks an experienced Contact Center architect to design, implement and integrate enterprise CC platforms across Voice, Email and Chat channels. You will collaborate with vendors and internal teams to deliver scalable, cloud-native solutions and ensure alignment with enterprise architecture.

You will drive integration with WFM, Call Recording and analytics tools, while applying SOA principles and best practices for reliability and performance.

Qualifications

• Experience with Contact Center technologies and Omnichannel solutions.
• Experience in integrating Voice, Teams, SMS, Email and Chat.
• Hands-on with WFM, Call Recording and other add-ons.
• Knowledge of APIs, services and integration dependencies.
• Familiarity with SOA and cloud-based Contact Center environments.
• Proficiency with JIRA and ServiceNow for issue tracking.

Responsibilities

• Design, support and manage enterprise Contact Center solutions and platforms.
• Work with multiple channels including Voice, Teams, SMS, Email and Chat.
• Design and support integration of Contact Center platforms with WFM and Call Recording.
• Translate business requirements into technical specifications and designs.
• Define solution architecture, designs and low-level implementation plans.
• Identify modules, services and integration points for the solution.
• Support development teams and vendors on technical and architectural needs.
• Assist Cloud/SaaS-based Contact Center platforms and cloud infra operations.
• Contribute to infrastructure and network optimization for Contact Center environments.
• Coordinate with vendors and stakeholders to resolve issues.
• Follow SOA and enterprise-architecture principles.

Skills

Contact Center tech

Omnichannel solutions

Voice integration

Teams integration

Email integration

Chat integration

WFM

Call Recording

Quality Management

API integration

SOA principles

JIRA and SNOW

Cloud/SaaS

Tools

SNOW

Job description

The ideal candidate should have strong experience with Contact Center technologies, Omnichannel services and Contact Center add-on applications such as Workforce Management (WFM), Call Recording, Email and Chat integration.

Key Responsibilities

• Design, support and manage enterprise Contact Center solutions and platforms.
• Work with multiple communication channels including Voice, Microsoft Teams, SMS, Email and Chat.
• Design and support integration of Contact Center platforms with WFM, Call Recording and other add-on applications.
• Translate business requirements into technical and system specifications.
• Define solution architecture, application designs, technical blueprints and low-level designs.
• Identify logical modules, services, dependencies and integration points required for the solution.
• Support development teams and vendors in understanding technical and architectural requirements.
• Support Cloud/SaaS-based Contact Center platforms and cloud infrastructure operations.
• Contribute to infrastructure and network optimization related to Contact Center environments.
• Coordinate with vendors and stakeholders to resolve technical and operational issues.
• Follow SOA / service-oriented architecture and enterprise architecture principles.

Required Technical Skills

• Strong experience in Contact Center / Contact Centre technologies.
• Experience with Omnichannel Contact Center solutions.
• Experience with Voice, Microsoft Teams, SMS, Email and Chat integrations.
• Hands-on experience with one or more Contact Center add-on applications:
• Workforce Management (WFM)
• Call Recording
• Quality Management
• Email / Chat integration
• Omnichannel integration
• Experience in Contact Center solution / technical architecture.
• Understanding of SaaS and Cloud-based solutions.
• Good understanding of system integration, APIs, services and application dependencies.
• Experience in solution design and low-level technical design.
• Knowledge of SOA / Service-Oriented Architecture principles.
• Experience working with JIRA and ServiceNow (SNOW).
• Good understanding of infrastructure and network concepts supporting Contact Center environments.

Preferred Profile

Candidates with experience in enterprise Contact Center platforms, CCaaS, Omnichannel solutions, WFM, Call Recording and Cloud/SaaS Contact Center environments will be preferred.