Solution Architect – Contact Center Solutions

Uniphore

Bangalore, IN
  • Job Type: Full-Time
  • Function: Sales
  • Post Date: 04/09/2021
  • Website: www.uniphore.com
  • Company Address: 1001 Page Mill Road Building 4, Suite 100-B, Palo Alto, CA 94304

About Uniphore

Uniphore redefines the customer service experience of the future through AI-enabled Conversational Service Automation.

Job Description

This Role will support all Uniphore projects related to the Conversation Service Automation. Candidates should have prior experience as an architect in a contact center environment and have deep technical understanding of  contact center functionality. Responsibilities will include architecting call center solutions in coordination with customer call center IT Operations and  contact center OEMs to design and drive the implementations.

Objectives and OKRs

Timeliness and quality of implementation
Customer satisfaction
Innovation

Responsibilities

Be capable of driving large contact center projects from an architecture and design perspective including:

Call routing
Multi-site virtual centers
Inbound/outbound self-service/queuing and applications
Agent desktop
Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys and
other platforms
Deployment approach
Design Customer Call Flow processes, Natural language Processing capabilities, dynamic routing
and integration
Develop re-usable artifacts, assets, best practices, thought leadership and Point of views related
to contact center transformation:
Technical white papers
Technical proposals
Cost proposals and budgetary estimates
Influence technical direction and decision making with internal clients in order to enable the
delivery of quality for contact center solutions
Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call
Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and
Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging,
etc. to provide guidance, thought leadership and operational support as a solution architect for
internal and external customers

REQUIREMENTS

        Minimum 10 years’ experience in IT related role
        Minimum 7 years’ experience with Contact Center technologies
        Excellent verbal and written communication skills, facilitation and presentation skills
        Ability to interact professionally with a diverse group of stakeholders (senior executives, operations, customer service & partners)
        Manage, mentor, coach and train junior staff on an ongoing basis

MANDATORY SKILLS

        Deep understanding and working knowledge of customer service domain, architecture and contact center platforms, tools and technologies (Cisco, Genesys, Avaya, NICE, Nuance etc.)   
        Multi-media Contact Center (audio/video, chat, SMS, Web)
        Interactive Voice Recognition (IVR)
        Agent on the Web
        Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys and other platforms
        Understanding of relevant protocols, media integrations, CTI integrations etc
        Ability to troubleshoot recording issues
        Working knowledge of designing and implementing IVR solutions; knowledge of dialer solutions / applications
        Knowledge of call flows
        Working knowledge of architecting & implementing WFO solutions across leading contact center platform
        Architecting and building large-scale solutions, which integrate smoothly in cloud
        This is a hands on role and will require the candidate to trouble-shoot and do development work as needed
        This is a hands on role and will require the candidate to trouble-shoot and do development work as needed

Good to have skills

        Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact centre key metrics
        Information Technology Infrastructure experience ( Server / Database infrastructure)

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.