CCaaS Technical Architect: Omnichannel Contact Center

Tata Consultancy Services Limited; Riverton (UT); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

401K Plan

Certification & Training Reimbursement

Job summary

Tata Consultancy Services in Riverton, UT, is seeking a senior contact center architect to configure CCaaS, design ACD routing, and integrate CRM systems. The role will cover SIP trunking, IVR, and omnichannel routing across multiple channels, with emphasis on reliability and compliance.

You will collaborate with Security, Network, and Application teams; maintain platform health; and develop runbooks and documentation while ensuring PCI-DSS/HIPAA compliance.

Qualifications

• CCaaS deployment experience
• SIP trunking and telephony tooling
• ACD routing and omni-channel routing design
• CRM integrations (Salesforce/ServiceNow)
• Security/compliance experience PCI-DSS/HIPAA

Responsibilities

• Configure CCaaS across voice, IVR, chat, SMS, email and social channels.
• Design ACD routing with skill-based routing and failover.
• Build IVR workflows with DTMF, speech, CRM prompts.
• Manage telephony connectivity and platform configurations.
• Configure omnichannel routing and queue management.
• Implement authentication and cross-channel routing workflows.
• Coordinate call recording, analytics and quality monitoring.
• Integrate WFM/QM to improve staffing and performance.
• Develop CRM screen-pop and CTI integrations and API links.
• Monitor platform health and resolve production issues.
• Create routing diagrams, SOPs and runbooks.
• Support platform upgrades and client onboarding.

Job description

Tata Consultancy Services in Riverton, UT, is seeking a senior contact center architect to configure CCaaS, design ACD routing, and integrate CRM systems. The role will cover SIP trunking, IVR, and omnichannel routing across multiple channels, with emphasis on reliability and compliance.

You will collaborate with Security, Network, and Application teams; maintain platform health; and develop runbooks and documentation while ensuring PCI-DSS/HIPAA compliance.