Contact Center Architect at Infinite Computer Solutions Inc

Work Location: Chicago, IL (onsite required)

Required Skills:

Contact Center Transformation, Genesys, CCaaS

Roles and Responsibilities:

• Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.
• Provide technical leadership and guidance to development teams, ensuring solutions are delivered to the highest standards.
• Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.
• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
• Identify and manage dependencies between projects within the program.
• Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.
• Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.
• Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.
• Responsible to understand solution in depth and how it integrates with other internal systems to deliver business value.
• The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company’s goals.
• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
• Identify and manage dependencies between projects within the program.
• Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.
• Implement and manage architecture governance standards and process.
• Identify, assess, and manage program risks, developing mitigation strategies where necessary.
• Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.
• Make recommendations for cost optimization and efficiency improvements.
• Manage vendor relationship.
• Solve/work high impact problems/projects, and provide resolution to restore services.
• Provide Root Cause Analysis (RCA) post restoration of service.
• Design testing approaches, complex processes, and assist with the automation of repetitive tasks.
• Review requirement documents, define software requirements and update processes and procedures as necessary.
• Ensure ongoing compliance with regulatory requirements.
• Conduct project related research.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.