CCaaS Architect

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CCaaS SME Architect

Objective

• Provide expert guidance on CCaaS best practices, covering market leading CCaaS products
• Ensure alignment of CCaaS capabilities with business requirements
• Support integration with CRM and other existing enterprise systems
• Facilitate knowledge transfer to internal teams

Scope

• Work with the Platform and Product teams to advise on CCaaS architecture
• Support aspects such as routing strategies, Reporting & MI, and IVR design
• Work with business teams to explore business transformation opportunities
• Advise on security, compliance, and data privacy considerations
• Work with business teams to define and prioritise proof of concept activities
• Gain approval for design documentation from relevant governance boards
• High-level CCaaS architecture, including interoperability with CRM
• Integration and configuration guidelines
• Proof of concept plan
• CCaaS implementation & transition plan

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Government Administration