Solution Architect | In-house | Up to 70k

• Architect and design cutting-edge contact center solutions leveraging CCaaS tools in complex environments, including integrations with CRM and other legacy systems.
• Collaborate with enterprise and network architects to develop detailed low-level architecture diagrams for contact centers.
• Address integration and interface challenges among applications and systems, focusing on optimizing software performance and scalability.
• Liaise with technical stakeholders within the company to propose technical solutions.
• Understand technical requirements from stakeholders, provide estimates, and plan technical execution by considering dependencies.
• Work closely with development leads to resolve core issues related to performance, security, and scalability.
• Contribute to architectural project plans and obtain approval for detailed plans and resource estimates.
• Report to and collaborate with program managers or project managers to ensure the successful delivery of enterprise contact center solutions.

• In-depth knowledge of major cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform.
• Proficiency in telephony protocols and architecture.
• Hands-on experience in designing and implementing best practices for Voicebot, IVR, and LLM.
• Experience in integrating custom AI engines with CCaaS tools.
• Expertise in Quality Management and Workforce Management.
• Thorough understanding of WFM and its interactions with core CCaaS platforms.
• Familiarity with leading AI tools.
• Knowledge of popular CRM platforms like Salesforce.
• Experience with Jira and Scrum methodologies is desirable.
• Experience with voice recorders (e.g., NICE, Verint).
• Experience with PABX/CTI platforms (e.g., Avaya, Alcatel Lucent).

Wellesley