Description :

About the Job :

We are looking for an experienced CCaaS Technical Architect to design, manage, and optimize enterprise cloud contact center solutions. This role requires deep expertise in contact center technologies, CCaaS platforms, and operational excellence, along with the ability to work closely with enterprise customers and internal technical teams.

The ideal candidate will play a key role in architecture, implementation, and operational management of large-scale contact center environments, ensuring reliability, scalability, and high-quality customer experience solutions.

Experience :

- 10+ years of experience in Contact Center technologies and DevOps operations.

- Hands-on experience with CCaaS platforms such as Genesys, Cisco, and NICE.

- Experience managing production environments and enterprise customers.

- Strong exposure to customer-facing technical roles and solution architecture.

Technical Expertise :

Core Knowledge :

Strong understanding of :

- Contact Center Architecture

- IVR / Intelligent Routing

- Voice AI

- Workforce Optimization

- Omnichannel Contact Center environments

Platform & Integration Experience :

Experience with :

- Cloud Contact Center Platforms (CCaaS)

- API integrations and enterprise system integrations

- Monitoring, observability, and operational tooling

- Production support and platform reliability

Operations :

Knowledge of ITIL processes including :

- Incident Management

- Problem Management

- Change Management

- Request Management

Leadership :

- Experience leading technical support teams (L1/L2).

- Ability to mentor engineers and drive operational excellence.

- Experience handling customer-facing engagements, stakeholder discussions, and technical escalations.

Preferred Qualifications :

- Experience with Genesys Cloud, Cisco UCCE / Webex Contact Center, or NICE CXone.

- Knowledge of DevOps automation, scripting, and CI/CD practices.

- Familiarity with cloud platforms (AWS / Azure / GCP).

- ITIL Certification or experience with similar operational frameworks.

- Experience working with global enterprise customers