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CCaaS Application Architect (1071006)

Remote: 
Full Remote
Contract: 
Full time
Salary: 
195 - 210K yearly
Experience: 
Expert & Leadership (>10 years)
Work from: 
Canada

Offer summary

Qualifications:

Bachelor’s degree in Computer Science, IT, or Engineering, 10+ years’ experience in Contact Center and UC environments, 5+ years with CXone, Genesys Cloud, Amazon Connect, Experience with API integrations and web services, Ability to manage enterprise migrations and system limitations.

Key responsabilities:

  • Define overall application architectures for contact centers
  • Create scalable and maintainable designs for engineers
  • Manage implementation initiatives and code reviews
  • Build CCaaS transformation plans and development tools
  • Lead sales discussions and executive presentations
The Judge Group logo
The Judge Group Human Resources, Staffing & Recruiting Large https://www.judge.com/
1001 - 5000 Employees
About The Judge Group
The Judge Group is an international leader in business technology consulting, talent solutions, and learning and development. With over 30 locations across the U.S., Canada & India, Judge is proud to partner with the best and brightest companies in business today, including over 60 of the Fortune 100. We serve organizations in financial services, healthcare, life sciences, insurance, government, aerospace & defense, manufacturing, and technology & telecommunications. Judge has always been committed to doing what’s right – for our colleagues, our client partners, and our communities. At Judge, we cultivate an inclusive environment that empowers our employees to produce their best work. As a family-owned business, we’re not just a high-performing team, but a high-performing family. Through building relationships and our cultural commitment to caring, we support one another. Our People-powered Business Solutions Talent & Executive Search From temporary consultants to C-level executives, The Judge Group works across all industries and domains to find exceptional talent. IT Consulting We take an end-to-end approach to technology, working alongside your teams to design, build, implement, and manage all of your organization’s IT resources. Our enterprise IT consulting services and solutions encompass the full technology spectrum, from IT and business transformation, and cloud migration to digital strategies and execution, strategic roadmaps and delivery, process and governance optimization, and IT infrastructure and wireless solutions. Learning Solutions As a leading provider of corporate learning services for companies of all sizes and industries, Judge employs a strategic approach to learning that meets organizational training goals while strengthening business outcomes. Regardless of when, where, or how you want to train your team, our solutions are engineered to engage and support employees throughout their learning journey.
See more The Judge Group offers

Job description

Location: Montreal, QC, CAN

Salary: $195,000.00 USD Annually - $210,000.00 USD Annually

Description: Our client is currently seeking a CCaaS Application Architect

Are you a CCaaS Application Architect with a solid understanding of software development and the CXone, Genesys Cloud or Amazon Connect platform? If you love solutioning for enterprise Clients and you have a passion for helping our customers solve for omnichannel, self-service IVR, routing, etc. this is the perfect challenge for you! Your expertise and knowledge will allow you to push platforms to the limit and transcend Client expectations.

As a CCaaS Application Architect you will engineer and design the most complex Contact Center applications imaginable for some of the largest companies in the world. You are the SME who understands operational impacts of technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business. You will manage project initiatives, address digital transformation goals and business priorities. You will work directly with Clients and manage engineers to ensure the solution meets client and our company quality standards. You will also roll up your sleeves and dive headfirst into the code to help the development team with complex problems. You will work autonomously as well as with a team of engineers, sales folks, Clients and other industry leaders. If you are a seasoned CCaaS Application Architect, looking for the next challenge, let us know and apply today.

Responsibilities

Defining overall CXone, Genesys Cloud or Amazon Connect Application architectures including (but not limited to) networks, WFM, quality, AI tools, ACD, CRM Integrations and IVR

Creating designs that provide for effective maintenance, scalability, and upgradability such that they can be built by on or offshore engineers

Work effort estimations

Management of implementation being performed by engineers including code reviews, troubleshooting, requirements management and integration

What We’re Looking For

Bachelor’s degree in computer science, IT, or engineering or equivalent experience

10+ years’ experience in Contact Center and UC environments

5 or more years of experience with software architecture and design with the CXone, Genesys Cloud and/or Amazon Connect platform. Past titles may include Solutions Architect, Systems Architect, Technical Architect.

Enterprise ACD, CTI and IVR experience including management of system limitations (threads, memory, etc..)

API integrations and Web service experience including authentication and synchronous/asynchronous designs

Ability roll up sleeve and dive into the code as needed, lead code reviews and fix issues as needed

Ability to create designs that leverage legacy/on-premises solutions and CCaaS systems

Ability to create customizations to work around system limitations or cost issues

Experience with on premise to Cloud migration and the technical challenges and implications.

Enterprise migration experience (1,000+ agent seats)

Excellent written communication including leading whiteboard sessions, technical design sessions, developing architecture and network diagrams, technical flow designs and more

Hands on experience with coding languages such as JavaScript, Python, Java, C++ is a plus

Network infrastructure experience is a plus

Experience with devops and CICD concepts including configuration-as-code, source code management (e.g. Github) and automated pipelines (Jenkins, Azure Devops, AWS CloudPipeline, etc.) is a plus

Additional Responsibilities

Build actionable and achievable CCaaS transformation plans including specifying legacy system changes needed or recommended.

Define and build tools and libraries to augment CCaaS vendor capabilities (customizations, configurations, testing, code-reuse, etc..)

Creating sales demos within our lab environments

Serve as escalation point on client testing and troubleshooting as required.

Lead RCA activities as required to resolve delivery or production issues.

Create and lead executive sales and delivery discussions including the creation of PPTs or other required facilitation documents.

Contribute to project and solution proposals, estimate delivery timelines and support RFP responses

Lead POC activities as required for sales or project deliveries.

Contact: jbraden@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

Required profile

Experience

Level of experience: Expert & Leadership (>10 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.
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