Enterprise Cloud Contact Centre Architect

Our Client is an established and innovative global services company seeking top talent to join its cloud architecture team. The company partners with global clients using a data and AI-led approach to reinvent business models drive business outcomes and unlock growth with speed. With deep expertise in analytics digital operations and cloud technologies the company transforms enterprise operations and enhances customer experience across industries including insurance healthcare banking and retail.

They are seeking an experienced Enterprise Cloud Contact Center Architect to shape cloud-based contact center strategies drive innovation with AI / ML technologies and deliver exceptional customer experiences at scale. This is a senior role that requires deep technical expertise strategic vision and the ability to collaborate across diverse teams.

Responsibilities

• Lead the design and implementation of enterprise-scale cloud contact center solutions (CCaaS)
• Architect and deploy microservices-based solutions with scalability resilience and performance in mind
• Develop and implement innovative digital contact center strategies incorporating AI / ML technologies (chatbots voice bots sentiment analysis conversational AI)
• Enable omnichannel delivery across voice chat video and social media
• Collaborate with cross-functional teams (engineering product operations) to ensure seamless integration with enterprise systems
• Provide thought leadership in digital transformation including greenfield setups migrations and large-scale technology transformations
• Guide process optimization workforce management and customer journey mapping.
• Establish and promote best practices governance and standards for CCaaS architecture and implementation
• Stay ahead of emerging contact center technologies and translate them into actionable business solutions

Qualifications

Key Skills

SAP BusinessObjects,Enterprise Architecture,Hybris,SAP HANA,SAP,TOGAF,Solution Architecture,Cloud Architecture,SAP BW 4HANA,Salesforce,SAP S / 4HANA,SAP ERP

Employment Type : Full-Time

Experience : years

Vacancy : 1