Contact Center Solutions Architect

NTT Limited; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

A leading global technology services provider in Singapore is seeking a Senior Contact Center Solutions Architect to design and implement AI-driven customer engagement platforms. The ideal candidate will have experience in enterprise-level contact center solutions and a strong grasp of AI technologies. This role involves collaborating with various teams to enhance customer experiences through innovative solutions.

Qualifications

• Proven experience in designing and deploying enterprise-level contact center solutions.
• In-depth knowledge of CCaaS platforms such as Genesys and Cisco.
• Understanding of AI applications in customer service.

Responsibilities

• Design and build scalable contact center architectures.
• Lead the adoption of transformative technologies.
• Collaborate with business leaders on customer experience objectives.

Skills

AI and machine learning understanding

Experience with CCaaS platforms

Stakeholder management

Cloud infrastructure expertise

API development

Tools

Cisco Webex CC

Genesys Cloud

Microsoft Power Platform

Job description

Contact Center Solutions Architect page is loaded

Contact Center Solutions Architect

Apply locations Kallang, Singapore time type Full time posted on Posted Yesterday job requisition id R-132533

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Are you passionate about architecting intelligent, seamless customer journeys? We are seeking a visionary and highly skilled Senior Contact Center Solution Architect to spearhead the design and implementation of our next-generation customer engagement platform. This is a pivotal role where you will transform our traditional contact center into an AI-driven, omnichannel Customer Experience (CX) hub. You will be at the forefront of leveraging cutting-edge technologies, including, Cisco Webex CC, Genesys Cloud, and integrated AI services, to redefine how we connect with our customers across the APAC region.

What You Will Do (Key Responsibilities):

• Architect End-to-End Solutions: Design and build scalable, secure, and resilient contact center architectures. You will integrate key components like interactive voice response (IVR), SIP telephony, Customer Relationship Management (CRM) systems, AI and machine learning models, and advanced analytics platforms to create a unified customer view.
• Drive Technology Innovation: Champion an "AI-first" strategy by leading the adoption of transformative technologies. This includes implementing intelligent virtual agents, providing real-time assistance to our customer service agents, and utilizing predictive routing to connect customers with the best possible resource.
• Collaborate and Influence: Partner with business leaders, operations teams, and IT professionals to ensure that your technical solutions align directly with and drive our overarching customer experience objectives. You will be the bridge between technical possibilities and business goals.
• Master the Technology Stack: Serve as the lead solution expert for our core platforms, including Cisco Webex CC, Genesys Cloud, etc. Your expertise will ensure seamless integration with our existing enterprise systems and a frictionless experience for both customers and agents.
• Uphold Security and Compliance: Guarantee that all solutions adhere to the highest standards of regulatory compliance, data privacy, and security.
• Champion Continuous Improvement: Establish and nurture robust feedback loops, leveraging analytics to continuously refine and enhance customer journeys and agent workflows, thereby driving efficiency and satisfaction.

What You Bring (Required Qualifications):

• Proven, hands-on experience in designing and deploying enterprise-level contact center solutions.
• In-depth knowledge of Contact Center as a Service (CCaaS) platforms such as Genesys, NICE, Cisco.
• A strong understanding of how AI and machine learning technologies are applied in a customer service context, including experience with natural language understanding (NLU), sentiment analysis, and sophisticated chatbot development.
• Solid expertise in cloud infrastructure, API development, and modern integration patterns.
• Exceptional communication, presentation, and stakeholder management skills, with the ability to articulate complex technical concepts to diverse audiences.

What Will Make You Stand Out (Preferred Qualifications):

• Demonstrated experience leading digital transformation projects in complex industries such as Financial Services (FSI), Insurance, or Retail.
• Hands-on experience within the Microsoft ecosystem, including the Power Platform, Azure AI, and Copilot.
• Relevant professional certifications

Workplace type :

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

About Us

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!