We are seeking a highly experienced and technically proficient Cloud Contact Center Lead & Architect to drive the design, implementation, and optimization of cutting-edge contact center solutions across our organization. This is a critical role for a seasoned professional with a deep background in leading cloud-based contact center platforms. You will be the technical authority and primary client-facing point for high-stakes projects, ensuring our contact center architecture aligns perfectly with business goals and leverages the latest in AI innovation.

Experience : 12 - 15 years

Notice Period : Immediate Joiners Highly Preferred

Location : PAN India

Work Mode : Hybrid

Key Responsibilities :

Architectural Design and Strategy :

- Design and Architect robust, scalable, and secure Cloud Contact Center solutions, primarily focusing on Genesys Cloud CX, Amazon Connect, and Nice CXOne.

- Translate complex business requirements and customer service operations needs into detailed technical architecture and implementation plans.

- Lead and conduct Customer Service Operations assessments and benchmarking to identify areas for technological improvement and efficiency.

- Define best practices, standards, and governance policies for contact center solution deployment and management.

Implementation and Integration :

- Lead the end-to-end implementation and configuration of chosen contact center platforms (Genesys Cloud CX, Amazon Connect, Nice CXOne).

- Oversee and execute complex integration of contact center platforms with other enterprise systems, including CRMs, WFM tools, and back-office applications.

- Develop and implement solutions for data retrieval from databases or APIs to enhance agent and customer experience within the contact center environment.

- Drive the implementation of Virtual Agent technologies such as Amazon Lex and Google CCAI (Contact Center AI) to automate interactions and improve self-service.

Technical Leadership and Client Engagement :

- Serve as the primary Single Point of Contact (SPOC) for clients and stakeholders, managing expectations, presenting technical solutions, and driving project success.

- Provide advanced technical guidance and support to contact center operations teams, assisting with the troubleshooting and resolution of complex, high-priority technical issues.

- Mentor and guide junior team members on cloud contact center architecture and best practices.

Innovation and AI :

- Maintain a current and deep understanding of the latest AI features and capabilities across major contact center platforms (Genesys Cloud CX, Amazon Connect, Nice CXOne).

- Actively explore and propose solutions utilizing Generative AI (Gen AI) and Large Language Models (LLMs) to enhance customer interactions, agent assist, and operational efficiency.

Desired Skills and Qualifications :

Core Technical Expertise :

- Sound knowledge and hands-on experience (12-15 years) with the architecture, implementation, and operation of major Cloud Contact Center platforms : Genesys Cloud CX, Amazon Connect, and Nice CXOne.

- Proven expertise in designing, integrating, and deploying Virtual Agent technologies (Amazon Lex, Google CCAI Agent).

- Strong, practical experience in developing and implementing integrations between contact center platforms and other systems to retrieve data from Databases or APIs.

Business and Strategic Acumen :

- Strong foundational knowledge of Customer Service Operations and a proven track record in leading Customer Service operations assessment and benchmarking initiatives.

- Demonstrated experience in a client-facing or leadership capacity, managing technical solutions from conception through deployment.

Emerging Technologies :

- Practical Generative AI (Gen AI) exposure to any of the major Large Language Models (LLMs) and their application within the contact center domain (e.g., knowledge management, summarization, conversation analysis).