We are seeking a CCaaS Application Architect to help maintain the integrity of the customer’s infrastructure. This role requires a deep understanding of contact center solution components and their interactions, staying up to date with technological advancements, and collaborating with business units to drive continuous growth and optimization.

This project involves partnering with a top 5 Canadian bank to transform its contact center environment and enhance the overall customer experience. You will play a key role in designing and shaping the future of their Contact Center ecosystem.

Responsibilities:

• Leading the functional design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.
• Providing consultation for senior management on a wide spectrum of existing and emerging infrastructure technologies.
• Translating user requirements into process and data requirements and developing solutions for the business with far-reaching impact.
• Providing technical leadership to develop precise steps and processing logic across all platforms, ensuring the designed specifications achieve business needs.
• Offering comprehensive technical consulting to other IT senior management and technical teams.
• Making technology selection decisions in situations where business requirements are not completely defined.

Qualifications

• 1-3 years of Enterprise Level Contact Center technology and domain experience.
• 1-3 years of Application Architecture experience.
• 1-3 years of leadership experience, including developing and presenting to varying levels of Leaders.
• Experience with multiple Contact Center vendor solutions covering: Voice (IVR, Outbound Dialer, and Routing), Omnichannel (SMS/email/chat), Call Recording, Speech Analytics, Quality Management, Workforce Management, Real Time and Historical Reporting, Fraud Detection/Management, Natural Language, and Text-to-Speech.
• Knowledge in cloud architecture (Google, Microsoft, Amazon).
• Ability to create advanced design documents, including Conceptual Architectures.

Nice to have:

• Experience with AI/BOT development and integrations (i.e., Google Dialogflow, Amazon Lex, IBM Watson).
• Ability and willingness to learn new technology and evolve to current technology trends.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.