job summary:
The client is seeking an experienced and dedicated Contact Center Solution Architect to join our dynamic team.
The ideal candidate will have extensive experience in architecting, designing, deploying, and managing scalable, secure, and reliable Contact center solutions.
The role involves working closely with clients, stakeholders, and internal teams to deliver innovative cloud-based solutions that meet business requirements.
Key Responsibilities:
Architect role for Contact Center Infrastructure.
Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.
Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards.
Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.
Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
Identify and manage dependencies between projects within the program.
Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.
Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.
Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.
The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company's goals.
Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
Implement and manage architecture governance standards and process.
Identify, assess, and manage program risks, developing mitigation strategies where necessary.
Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.
Make recommendations for cost optimization and efficiency improvements.
Manage vendor relationship.
Solve/work high impact problems/projects, and provide resolution to restore services
Provide Root Cause Analysis (RCA) post restoration of service
Design testing approaches, complex processes, and assist with the automation of repetitive tasks
Review requirement documents, define software requirements and update processes and procedures as necessary
Ensure ongoing compliance with regulatory requirements
Conduct project related research
Qualifications
Bachelor's degree in computer science, Information Technology, or a related field. Master's degree is a plus not requried
10+ years architecting agent desktop solutions for end-to-end customer contact management including Call Pop, Case Management, Workforce Management, Call Routing, Operational KPI and best practices of call centers and their operations.
Experience with enterprise level CCaaS architecture for complex business needs.
Experience creating and presenting to executive level stakeholders (technical and non-technical).
Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
Contact Center as a Service (CCaaS) software management and domain experience.
Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Ability to establish and maintain strong working relationships with key internal associates and partners.
Self-motivated, attention to detail and excellent judgment skills.
5 or more years' experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
Knowledge of cloud security best practices and tools
Experience with CI/CD pipelines and tools AWS CodePipeline.
Proven experience in application optimization, including performance tuning, resource allocation, and scaling strategies.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work effectively in a fast-paced, collaborative environment.
Leadership skills with the ability to mentor and guide junior team members.
Strategic thinking and the ability to align technical solutions with business goals.
location: Princeton, New Jersey
job type: Contract
salary: $78 - 105 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
Architect role for Contact Center Infrastructure.
Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.
Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards.
Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.
Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
Identify and manage dependencies between projects within the program.
Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.
Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.
Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.
Responsible to understand solution in depth and how it integrates with other internal systems to deliver business value.
The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company's goals.
Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
Identify and manage dependencies between projects within the program.
Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.
Implement and manage architecture governance standards and process.
Identify, assess, and manage program risks, developing mitigation strategies where necessary.
Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.
Make recommendations for cost optimization and efficiency improvements.
Manage vendor relationship.
Solve/work high impact problems/projects, and provide resolution to restore services
Provide Root Cause Analysis (RCA) post restoration of service
qualifications:
10+ years architecting agent desktop solutions for end-to-end customer contact management including Operational KPI and best practices of call centers and their operations.
Experience with enterprise level CCaaS architecture for complex business needs.
Experience creating and presenting to executive level stakeholders (technical and non-technical).
Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
Existing knowledge and/or industry certifications for one of these - NICE CXone and process automation technologies
Contact Center as a Service (CCaaS) software management and domain experience.
Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
skills: Self-motivated, attention to detail and excellent judgment skills.
5 or more years' experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
Knowledge of cloud security best practices and tools (e.g., IAM, KMS, Security Groups, etc.)
Proven experience in application optimization, including performance tuning, resource allocation, and scaling strategies.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work effectively in a fast-paced, collaborative environment.
Leadership skills with the ability to mentor and guide junior team members.
Strategic thinking and the ability to align technical solutions with business goals.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
contact center solution architect.
- posted 3 days ago
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