Contract Center Technical 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

Job Description

• Configure, deploy, and support Contact Center as a Service (CCaaS) solutions across voice, IVR, chat, SMS, email, and social engagement channels.
• Design, implement, and maintain ACD routing strategies including skill-based routing, priority queuing, overflow handling, business-hour routing, and failover mechanisms.
• Build and support self-service IVR workflows using DTMF, speech recognition, authentication prompts, caller identification, and CRM-integrated call flows.
• Manage SIP trunking, PSTN connectivity, DID provisioning, telephony platform configurations, and voice gateway integrations for contact center operations.
• Configure omnichannel routing, queue assignments, escalation rules, interaction prioritization, and blended agent desktop experiences.
• Implement customer authentication workflows, contextual interaction routing, customer journey continuity, and cross-channel engagement management.
• Configure and maintain call recording, screen recording, quality monitoring, interaction analytics, and evaluation workflows to support service quality and compliance.
• Integrate Workforce Management (WFM) and Quality Management (QM) capabilities to improve staffing efficiency, service performance, and operational governance.
• Develop and support CRM screen-pop functionality, CTI integrations, softphone solutions, click-to-dial capabilities, and agent desktop toolbars. Build, manage, and support API-based integrations with Salesforce, ServiceNow, and enterprise applications supporting customer service operations.
• Monitor platform health, telephony services, routing performance, and integration stability while proactively resolving production issues and service degradations.
• Create and maintain technical documentation, routing designs, IVR call flow diagrams, integration dependency maps, SOPs, and operational runbooks.
• Support platform upgrades, release deployments, client onboarding, change implementation, testing, and service transition activities.
• Ensure compliance with enterprise security, audit, and regulatory requirements including PCI-DSS, HIPAA, IRS 1075, and internal governance standards where applicable.
• Collaborate with Business, Operations, Infrastructure, Network, Security, Application, and Vendor teams to deliver stable and scalable contact center services.
• Support Incident, Request, Problem, Change, Release, and Major Incident Management processes through ServiceNow while meeting defined SLAs and SLOs.
• Drive continuous improvement initiatives focused on customer experience, service reliability, automation, reporting accuracy, and operational efficiency.
• Provide operational support for business-critical contact center services across customer-facing environments, ensuring high availability and service excellence.

Salary Range-$90,000-$110,000 a year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financ ial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.