Senior Enterprise Solutions Architect for IVR Systems

2 weeks ago

Amritsar, Punjab, India Miratech Full time
Job Overview

We are seeking a highly skilled Senior Enterprise Solutions Architect to join our team at Miratech. As a key member of our technology development team, you will play a crucial role in designing and implementing innovative solutions for upgrading existing IVR bot systems to Google Dialogflow CX.

About the Role

This is an exceptional opportunity to work with a renowned client in the healthcare sector, introducing a new line of business. The contact center environment is undergoing a major transformation, migrating the IVR-based bot framework to the latest cloud technologies. As part of this upgrade, new bots are being developed using Google Dialogflow CX, enhancing functionality and streamlining customer interactions.

Key Responsibilities
  • Design and integrate solutions within the enterprise environment, ensuring seamless compatibility and compliance with technical and business requirements.
  • Recommend best practices, design patterns, and the appropriate technology stack to optimize solution efficiency.
  • Identify APIs needed (analysis and onboarding), and design high-level architecture for middleware teams to enable them to produce MW services.
  • Create and/or modify technical designs (container, KVPs, service calls, specific skills like iDAuth) but not generic designs.
  • Define infrastructure needs, including Google Dialogflow CX, Azure Cloud resources, Large Language Models, focusing on configuration and security.
  • Translate business requirements into actionable outcomes, preparing technical documentation for development, including data interfaces, API specs, and security measures.
  • Collaborate with UX designers to define the end-to-end caller experience, ensuring a cohesive user journey.
  • Conduct code reviews, support backlog refinement, and assist in troubleshooting, ensuring quality and consistency in deliverables.
  • Monitor and optimize voice applications and backend interactions, coordinating with the DevOps team and utilizing tools like Splunk and Azure App Insights for effective implementation oversight.
  • Support performance testing using JMeter and Dynatrace, ensuring that test plans accurately simulate live production traffic for new implementations.
Requirements
  • Over 5 years of experience in software engineering design and architecture.
  • 3+ years of experience with Google Dialogflow CX and large language models (LLM).
  • At least 2 years of expertise in Azure Cloud resources and services.
  • 2+ years of experience in web service integration.
  • Knowledgeable in IVR/bot systems and orchestration rules.
  • Familiarity with security protocols.
  • Experience with performance testing tools, such as JMeter and Dynatrace.
  • Proficient in managing the transfer and storage of conversational data between platforms.
  • Hands-on experience designing call flows using Visio or Idraw.io.
  • Exceptional design and documentation skills tailored to meet the specific business needs of enterprise solutions.
What We Offer
  • A competitive salary range of $120,000 - $160,000 per year, depending on experience.
  • A comprehensive benefits package, including health insurance and a relocation program.
  • The opportunity to work with a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
  • Growth opportunities, including certification programs, mentorship, and talent investment programs, internal mobility, and internship opportunities.
  • A culture of relentless performance, with a 99% project success rate and more than 30% year-over-year revenue growth.
  • A welcoming multicultural environment, dedicated to IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

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