CCaaS Solutions Architect

Tata Consultancy Services; Oklahoma City (OK); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Discretionary Annual Incentive.

Medical Coverage: Medical & Health, Rx

Family Support: Maternal & Parental Le

Insurance Options: Auto & Home

Commuter Benefits & Certification &amp

Time Off: Vacation, Holidays

Legal & Financial Assistance

Job summary

Tata Consultancy Services in the United States is seeking a CCaaS specialist to configure, deploy, and support contact center solutions across voice, chat, SMS, email, and social channels. You will design ACD routing, build IVR workflows, and manage telephony connectivity while ensuring compliance and high availability.

The role emphasizes omnichannel routing, authentication workflows, and integration with Salesforce/ServiceNow.

Qualifications

• Experience configuring and supporting CCaaS solutions across voice, chat, email, and social channels.
• Strong design skills for ACD routing with skill-based routing and failover mechanisms.
• Experience building self-service IVR workflows with DTMF, speech, and CRM integration.
• Knowledge of SIP trunking, PSTN, and telephony platform configurations.

Responsibilities

• Configure, deploy, and support CCaaS solutions across channels.
• Design, implement, and maintain ACD routing strategies including skill-based routing and queueing.
• Build and support IVR workflows with DTMF, speech, and CRM integration.
• Manage telephony connectivity, DID provisioning, and voice gateway integrations.
• Configure and maintain omnichannel routing and queue assignments.
• Implement authentication workflows and cross-channel engagement management.
• Configure call and screen recording, QA, and interaction analytics.
• Integrate WFM/QM to improve staffing and performance.
• Develop CRM screen-pop, CTI, and API-based Salesforce/ServiceNow integrations.
• Monitor platform health and resolve production issues; document designs and SOPs.
• Support platform upgrades, onboarding, and change management.
• Ensure PCI-DSS, HIPAA, IRS 1075 compliance and governance.

Skills

CCaaS configuration

ACD routing design

CRM integrations

SIP trunking

Omnichannel routing

Tools

Salesforce

ServiceNow

Job description

Tata Consultancy Services in the United States is seeking a CCaaS specialist to configure, deploy, and support contact center solutions across voice, chat, SMS, email, and social channels. You will design ACD routing, build IVR workflows, and manage telephony connectivity while ensuring compliance and high availability.

The role emphasizes omnichannel routing, authentication workflows, and integration with Salesforce/ServiceNow.