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Software Architect - Contact Center Applications

Company: Fit, LLC
Location: Naperville
Posted on: November 25, 2022

Job Description:

Position Description:Architect - Contact Center Applications is responsible for designing a robust Customer Contact Center set of applications to support Sales and Services. -Partnering with the digital team to design, manage and maintain the customer's touchpoint through the Awareness to Advocacy lifecycle. -Responsibilities to include defining the blueprint and design for Digital assets and Customer Service Agent Facing applications, Sales/Service CRM, Contact Center Management, Omni-Channel communications, Agent Desktop, Knowledge Management. Understanding current state technology and process around Customer Contact Center and identify gaps in comparison to industry best in class solutions. Create and govern best practices for development and technology stack. Provide guidance to implementation team on functional design and process. Adopting an API centric integration approach, design Digital assets viz. websites, Live Chat, etc. Identifying emerging technology trends, especially in SaaS, cloud computing, and DevOps and ensure the company is leveraging them when appropriate to increase efficiency, reduce costs, and drive value. Fostering a strong customer service mind-set throughout the application development team, while championing thought leadership and partnership with the business.

Experience and Skills Needed: - - - - - - -Extensive knowledge of Cloud Infrastructure best practices and implementation knowledge required. Has a strong experience of 12-15 years in architecting Customer engagement platforms and Contact Center solutions. - - - - - - - -Experience in driving Contact Center Modernization initiatives to drive business goals - improve efficiency in Contact Center Operations, increase conversion and up-sell rates. - - - - - - - -Experience in developing API based solutions is a must (includes understanding of SOA, ESB, API Management, iPaaS solutions). - - - - - - - -Understanding of modern Contact Center technology trends. Experience in process transformation in this domain will be advantageous. -Additional Skills:
- - - - - - -Web Technologies, CRM, Contact Center solutions. - - - - - - -Cloud platform (AWS/Azure) Architect/Specialization certifications is advantageous. - - - - - - -Familiarization of a modern CCaaS, Telephony systems and Customer Service Desk solutions is advantageous. - - - - - - -Experience in working with XML, JSON, REST APIs, OAUTH, SAML, Databases (SQL & NoSQL), Streaming solutions. - - - - - - -Exposure working with viz. ERP, Cloud Native and Web Technologies, Data Platforms & Analytics Solutions. - - - - - - -Working knowledge of EA tools, Enterprise Architecture frameworks & industry models (TOGAF, ITIL and BIAN).

Keywords: Fit, LLC, Naperville , Software Architect - Contact Center Applications, IT / Software / Systems , Naperville, Illinois

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