Contract Center Technical Architect

Tata Consultancy Services; 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

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-$100,000-$140,000 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 & Finan cial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.