Contact Center Architect: CX & AI Solutions Leader

Diverse Consulting Group; Polska; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Private medical care

Co-financing for the sports card

Training & learning opportunities

Constant support of dedicated consults

Job summary

Diverse Consulting Group is seeking a Contact Center Architect to lead customer interaction solutions from workshops through implementation, customization, and integration on platforms such as Genesys, Cognigy, or Parloa.

The role involves drafting technical concepts, advising clients, and delivering presentations, with emphasis on interface development (WebServices, REST, JSON) and agile collaboration.

Qualifications

• Experience in conducting customer workshops and creating technical concept documentation.
• Fluent communication 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 and integration.
• Familiarity with Microsoft technologies (MS Teams, Azure, Entra).
• Interest in developing expertise in the Contact Center and/or Conversational AI domain.

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.

Skills

German language

English language

Genesys

Cognigy

Parloa

MS Teams

Azure

Entra

CC/CAI domain

LLM prompting

Tools

Genesys

Cognigy

Parloa

MS Teams

Azure

Entra

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

Personal Consulting Agency (License No. 4642)