Contact Center Architect

DCG; Polska; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Private medical care

Co-financing for the sports card

Training & learning opportunities

Dedicated consultant support

Job summary

DCG is seeking a highly capable Contact Center Architect to lead customer interaction solution projects, including implementation, customization, and integration on platforms such as Genesys, Cognigy, or Parloa.

You will run customer workshops to capture requirements, craft technical concepts, and advise on feasible solutions while delivering professional presentations and driving interface integrations.

Qualifications

• Experience in conducting customer workshops and creating technical concept documentation.
• Fluent communication skills in German and English (B2/C1) with customers and partners.
• Experience or strong interest in developing expertise in Genesys, Cognigy, or Parloa including interface development, customization, and integration.
• Familiarity with Microsoft technologies (MS Teams, Azure, Entra).
• Interest in developing expertise in Contact Center and/or Conversational AI.

Responsibilities

• Key role in all project phases for customer interaction solutions, including implementation, customization, and integration.
• Conduct customer workshops to gather requirements and craft technical concept documentation.
• Advise customers and partners on solutions, ensuring feasibility and delivering presentations.
• Develop and implement interface integrations (WebServices, REST, JSON).
• Develop domain knowledge in Contact Center and Conversational AI.
• Communicate and collaborate with customers and project partners.
• Contribute to 2-3 diverse projects in an agile environment.

Job description

As a recruitment company, DCG understands that every business is powered by experienced professionals. Our management style and partnership approach enable us to meet your needs and provide continuous support. Due to our ongoing growth and the large number of recruitment projects we undertake for our partners, we are currently looking for:

Contact Center Architect

Responsibilities:

• Key role in all project phases for customer interaction solutions, including implementation, customization, and integration, based on platforms such as Genesys, Cognigy, or Parloa
• Conducting customer workshops to gather requirements and crafting technical concept documentation
• Advising customers and partners on solutions, ensuring feasibility, and delivering professional presentations
• Focused development and implementation of interface integrations (e.g., WebServices, REST, JSON)
• Expertise development in domain knowledge, such as Contact Center (CC) and Conversational AI (CAI)
• Active communication and collaboration with customers and project partners
• Simultaneous contribution to 2-3 diverse and challenging projects in an agile work environment

Requirements:

• Experience in conducting customer workshops and creating technical concept documentation
• Fluent communication skills in German and English (B2/C1) with the ability to work effectively with customers and partners
• Experience or strong interest in developing expertise in at least one of the target platforms: Genesys, Cognigy, or Parloa, including interface development, customization, and integration
• Familiarity with Microsoft technologies (MS Teams, Azure, Entra)
• Interest in developing expertise in the Contact Center and/or Conversational AI domain

Nice to have:

• Knowledge of LLM and Prompting

Offer:

• Private medical care
• Co-financing for the sports card
• Training & learning opportunities
• Constant support of dedicated consultant