CCaaS 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.

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.