Contact Center Architect 

Gro HR is excited to help a partner in the search for a Contact Center Architect!

Position Overview: 

As a Contact Center Principal / Senior Principal Architect, you will be responsible for designing, building, maintaining, and improving multiple enterprise contact center solutions that are critical to the success of corporations and government organizations.

Working within established processes and standards, you will deliver high-quality solutions that meet customer needs. This role focuses on the implementation, support, and ongoing innovation of the NICE CXOne Contact Center Suite, including AI-driven solutions with Cognigy, self-service (IVR), voice and non-voice channels, real-time analytics, routing, reporting, and call recording tools.

Contact Center Skills:

• Designing of Call Center Technologies, Call Routing, Skilling, Workforce Management, Call Recording, Call Center Reporting
• Strong understanding of Call Center Operations
• Hands-on experience designing and delivering contact center solutions on NICECXOne and or Cognigy platforms.
• Experience creating dialog flows and scripts with Cognigy
• Design of virtual assistants and customer journeys.

Technical Skills

• Experience with Call Center Routing Development
• Voice and chat Bot development and deployment
• AI Self Service Experience Design and Development
• CTI - a thorough knowledge of the messaging between telephony platforms, phones, and applications
• CCaaS platform integration to telephony carriers, third-party services, and CRMs.

Requirements

• Bachelor’s in Computer Science or related degree or equivalent, IT SupportExperience
• Excellent verbal and written communication skills
• Creative Thinker
• AI and BOT Self-Service design or development
• Security background check required
• 5+ Years of leading contact center migrations and teams with at least 2 yearswith NICE CXOne and or Cognigy required.

Benefits

• 401(k) with company match
• Medical, dental, and vision insurance
• Health Savings Account (HSA)
• Paid time off
• Employee referral program