CCaaS Application Architect

CCaaS Application Architect

High Wycombe Full-Time 43200 - 72000 £ / year (est.) Home office possible
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At a Glance

  • Tasks: Design and engineer complex Contact Center applications for major clients.
  • Company: Join Navixus, a leader in digital transformation and customer journey solutions.
  • Benefits: Enjoy remote work, medical insurance, paid time off, and more perks.
  • Why this job: Be part of a culture that drives positive change and empowers innovation.
  • Qualifications: 10+ years in Contact Center environments and expertise in CXone, Genesys Cloud or Amazon Connect.
  • Other info: Work remotely while collaborating with industry leaders and tackling exciting challenges.

The predicted salary is between 43200 - 72000 £ per year.

Role: Application Architect

Location: Remote – United Kingdom (must be able to work Eastern Standard Time hours)

Travel: Ability to travel up to 20%

Reporting to: Sr. Director

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 Eventus engineers to ensure the solution meets client and Eventus 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.

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 or Amazon Connect platform. Past titles may include Solutions Architect, Systems Architect, Technical Architect.

Experience must include:

  • 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
  • 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
  • Management of implementation being performed by engineers including code reviews, troubleshooting, requirements management and integrations
  • 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)
  • 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
  • Excellent written communication including leading whiteboard sessions, technical design sessions, developing architecture and network diagrams, technical flow designs and more

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 Eventus 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.

Eventus Solutions Group, LLC, operating under the brand Navixus has successfully merged with its parent organization, Tech Mahindra. This strategic integration strengthens our operational efficiency, enhances our service offerings, and enables us to deliver even greater value to our clients. By combining complementary resources and capabilities, we are better positioned to drive innovation and maintain a competitive edge in the global market.

Navixus aims to help clients navigate through their customer journeys with a holistic 4D approach (Define, Design, Develop and Deploy). This comprehensive end-to-end solution suite is personalized to meet an enterprise’s customer facing and back-office requirements. The need for digitalization and automation is on the rise and only those who evolve will stay in the race. Navixus™, TechM BPS’ business unit, offers a 360° digital transformation suite enabling businesses to innovate, automate and accelerate their customer journeys like never before.

The pay for this role is per annum. Navixus (Tech Mahindra) also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate.

We are a culture of driving positive change, celebrating each moment, and empowering all to Rise drives us to dream, do, and become more.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com.

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Contact Detail:

Tech Mahindra Business Process Services Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land CCaaS Application Architect

✨Tip Number 1

Familiarise yourself with the CXone, Genesys Cloud, and Amazon Connect platforms. Understanding their functionalities and how they integrate with contact centre applications will give you a significant edge during interviews.

✨Tip Number 2

Showcase your experience in managing complex projects and leading teams. Be prepared to discuss specific examples where you've successfully navigated challenges in digital transformation or client engagement.

✨Tip Number 3

Brush up on your coding skills, particularly in languages like JavaScript, Python, and Java. Being able to demonstrate your hands-on coding experience can set you apart from other candidates.

✨Tip Number 4

Prepare to discuss your approach to creating scalable and maintainable application architectures. Highlight any past experiences where your designs have led to successful outcomes for clients.

We think you need these skills to ace CCaaS Application Architect

CCaaS Platform Expertise (CXone, Genesys Cloud, Amazon Connect)
Software Architecture and Design
Contact Centre and UC Environments Knowledge
API Integrations and Web Services
IVR and ACD Systems Management
Network Infrastructure Understanding
DevOps and CI/CD Concepts
Hands-on Coding Experience (JavaScript, Python, Java, C++)
Project Management Skills
Technical Communication Skills
Problem-Solving and Troubleshooting
Client Engagement and Relationship Management
Legacy System Integration and Migration
Customisation and Configuration Development
Estimation and Planning for Project Delivery

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights your experience with CCaaS platforms like CXone, Genesys Cloud, or Amazon Connect. Emphasise your software architecture and design skills, particularly in relation to contact centre environments.

Craft a Compelling Cover Letter: In your cover letter, express your passion for solving complex problems in omnichannel and self-service IVR. Mention specific projects or experiences that demonstrate your ability to manage client expectations and deliver high-quality solutions.

Showcase Technical Skills: Clearly outline your technical skills relevant to the role, such as coding languages (JavaScript, Python, etc.), API integrations, and experience with devops concepts. Use examples to illustrate how you've applied these skills in past roles.

Highlight Communication Abilities: Since the role involves explaining technical concepts to non-technical stakeholders, include examples of your written communication skills. Mention any experience leading technical sessions or creating documentation that simplifies complex ideas.

How to prepare for a job interview at Tech Mahindra Business Process Services

✨Showcase Your Technical Expertise

As a CCaaS Application Architect, it's crucial to demonstrate your deep understanding of platforms like CXone, Genesys Cloud, or Amazon Connect. Be prepared to discuss specific projects where you've successfully implemented these technologies and how they benefited the client.

✨Communicate Clearly with Stakeholders

You will need to explain complex technical concepts to both technical and non-technical stakeholders. Practice articulating your thoughts clearly and concisely, using examples that illustrate the operational impacts of technology decisions.

✨Prepare for Problem-Solving Scenarios

Expect to face questions that assess your problem-solving skills. Be ready to dive into code-related challenges or architectural dilemmas, showcasing your ability to troubleshoot and lead code reviews effectively.

✨Demonstrate Leadership and Collaboration Skills

This role involves managing project initiatives and working with various teams. Highlight your experience in leading cross-functional teams, managing engineers, and collaborating with clients to achieve successful outcomes.

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