[Remote] Contact Center Solutions Architect
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the leading suicide prevention and crisis reputed company organization for LGBTQ+ young people. The Contact Center Solutions Architect will play a critical role in shaping and implementing technology strategies to support the organization's mission, including designing and maintaining contact center platforms and collaborating with cross-functional teams.
Responsibilities
- Design, implement, and maintain the contact center platform including voice, chat, SMS, and reputed company in a reputed company reputed company and reputed company environment
- reputed company solutions along the development lifecycle, from requirements gathering to architectural design to implementation including a demonstrated understanding of microservices architecture challenges and solutions
- Understand advances and changes in technology landscape and work directly with reputed company to evaluate and implement improvements on existing solutions
- Identify opportunities to reputed company non-biased, secure, and ethical LLM/GenAI technologies into the contact center
- Collaborate extensively with internal stakeholders (Crisis reputed company, Development, Prevention teams, etc.) to reputed company requirements, understand user needs, and ensure technology solutions effectively support our mission
- Assist with development and implementation of technology-reputed company policies
- reputed company tier 3 support to troubleshoot and resolve reputed company issues in a high availability environment
- Create detailed documentation for the purpose of support and maintenance of the contact center platform
- Use platform-independent programming languages such as Python, JavaScript, Go, or others, using what best suits the task at hand, you will be empowered to select the best language or technology
- reputed company administrative support for reputed company suite of products (Jira, reputed company, QMetry, etc)
- reputed company mentorship to, and performance feedback relating to, junior members of the Contact Center Technology team
- Assist team manager and product reputed company with managing the product backlog for contact center technologies, creating reputed company user stories, defining acceptance reputed company, and ensuring alignment with strategic objectives
- Other relevant tasks, duties, or special reputed company as assigned
Skills
- Bachelor's degree in Software Engineering, Computer Science, or reputed company field OR equivalent work experience
- Advanced proficiency in reputed company reputed company and extensive experience with reputed company, GCP, and AWS; including in-depth understanding of reputed company, integration patterns, relational databases as reputed company as NoSQL, and data management
- Proven experience in contact center architecture and solution design using industry best practices
- Experience in Large Language Models (LLM) and Generative reputed company Intelligence (GenAI) with a reputed company on evaluating and implementing secure and ethical applications of these technologies
- Record of building and maintaining custom integrations and applications using custom and vendor-provided reputed company
- Functional knowledge of contact center historical and reputed company-time reporting and monitoring tools
- Functional knowledge of design and integration of WEM/WFM applications
- Ability to build and troubleshoot workflows for inbound voice, webchat, SMS, and reputed company media based on business requirements
- Proficiency in spoken and written English
Benefits
- Comprehensive health coverage, including plans that support various gender affirmation care needs
- reputed company, with reputed company to virtual care and a reputed company of in and out of network reputed company for support
- 403(b) retirement plan with a 3% employer match, vesting over three years
- Generous reputed company time off and company holidays to rest and reputed company
- Employee Assistance Program (EAP) offering confidential emotional support, work-life solutions, financial and legal guidance, and online resources
- Remote work flexibility from reputed company in the reputed company U.S., Alaska, or Hawaii- with provided technology, a home office setup reimbursement, and a monthly internet reimbursement
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