Dash BPO - Contact Centre Architect Job Description - US Hours, Johannesburg

Contact Centre Architect Job Description

The Contact Centre Architect will lead the design, implementation, and optimization of contact center solutions, integrating CRM and telephony systems to deliver seamless customer experiences. This role includes troubleshooting, conducting gap analyses, and collaborating with clients to ensure alignment with business objectives.

Key Responsibilities

• Architectural Design:
  • Develop and implement end-to-end contact center solutions, incorporating telephony, IVR, routing, workforce management, and reporting.
  • Conduct gap analyses to identify improvements in CRM and telephony systems.
  • Scale CRM telephony systems and deploy new instances as needed.
• Collaboration:
  • Collaborate with clients to gather and analyze business requirements for contact center solutions.
  • Lead technical discussions to align designs with client objectives and address challenges.
• Technical Leadership:
  • Develop detailed architectural designs, including system diagrams, data flows, and integration points.
  • Provide training to project teams, including developers, engineers, and system administrators.
• Implementation & Testing:
  • Guide implementation teams through technical specifications and designs.
  • Conduct system testing to ensure reliability, scalability, and performance.
• Continuous Improvement:
  • Troubleshoot CRM and telephonic systems to address issues proactively.
  • Stay updated on industry trends, emerging technologies, and best practices.

Qualifications

Minimum Requirements:

• Certification in Telephony systems
• 8+ years of experience as a Contact Center Solution Architect, focusing on cloud or on-premise contact center solutions.
• 5+ years of experience as Senior Architect
• In-depth knowledge of contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting.
• Strong understanding of CRM systems and their integration with contact center technologies.
• Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Exceptional communication skills to articulate technical concepts to non-technical stakeholders.

• Certification in CRM or contact center technologies.
• Familiarity with AI-driven contact center enhancements, such as chatbots and predictive analytics.