Contact Center Solutions Architect

2 weeks ago


Chennai, Tamil Nadu, India Tata Consultancy Services Full time
Job Description

We are seeking a highly skilled Contact Center Solutions Architect to join our team at Tata Consultancy Services. In this role, you will be responsible for designing, configuring, developing, and supporting conversational IVRs and chatbots leveraging Genesys Cloud Architect tool and Amazon Lex & Lambda.

Responsibilities:
  • Lead implementation of API/Web Service integrations to back-end systems (REST, JSON, and SQL database)
  • Partner with product owners to understand business needs, gather requirements, and develop solutions to deliver the desired customer experience
  • Lead implementation of inbound and outbound solutions, QM recording, WFM, Omni-Channel, Analytics, Customer Journeys, and Reporting
  • Support and maintain existing Avaya telephony and contact center solutions
Requirements:
  • 5+ years' hands-on experience in coding/development, particularly in contact center platforms
  • 2+ years of experience in cloud enablement of contact center solutions, especially in migrating from on-prem to CCaaS cloud solution
  • Experience in AWS Lex & Lambda for development of chatbot/voicebot
  • 4+ years of IVR applications and advanced speech recognition engines (ASRs), and hands-on development and deployment experience
  • 4+ years of writing code in common programming languages such as NodeJS, Java, .Net, Python
  • Experience using CICD tools like BitBucket, Jenkins, AWS Code Pipeline
  • Experience integrating with CRM apps including Salesforce and ServiceNow
  • Bachelor's in computer science or related fields
Preferred Qualifications:
  • Python knowledge
  • SAFe – Agile

In terms of salary, we estimate a range of $120,000 - $180,000 per annum, based on industry standards and location.



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