Uniphore Looking for Senior Solutions Architect – Contact Center at Bengaluru, Karnataka Full Time

Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.

At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.

This Role will support all Uniphore projects related to the Conversation Service Automation. Candidates should have prior experience as an architect in a contact center environment and have deep technical understanding of contact center functionality. Responsibilities will include architecting call center solutions in coordination with customer call center IT Operations and contact center OEMs to design and drive the implementations.

Objectives & OKRs

Timeliness and quality of implementation

Customer satisfaction

Innovation

Responsibilities

Be capable of driving large contact center application projects from an architecture and design perspective including:

taking into account Call routing, Multi-site virtual centers, Inbound/outbound self-service/queuing and applications, Agent desktop applications

Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys and other platforms

Advanced analytics solutions (Including Speech Analytics), Conversational AI solutions

Deployment approach

Design Customer Call Flow processes, Natural language Processing capabilities, dynamic routing and integration

Develop re-usable artifacts, assets, best practices, thought leadership and Point of views related to contact center transformation:

Technical white papers

Technical proposals

Cost proposals and budgetary estimates

Influence technical direction and decision making with internal clients in order to enable the delivery of quality for contact center solutions

Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, and Analytics Solutions for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a solution architect for internal and external customers

Requirements

Minimum 10 years’ experience in IT related role

Minimum 7 years’ experience with Contact Center technologies

Experience designing, building, and deploying solutions leveraging the following technologies: Spring Boot, MongoDB, Khafka, Redis, Zookeeper, Postgres

Excellent verbal and written communication skills, facilitation and presentation skills

Ability to interact professionally with a diverse group of stakeholders (senior executives, operations, customer service & partners)

Experience designing solutions for On-Prem, Cloud and Hybrid deployments

Manage, mentor, coach and train junior staff on an ongoing basis

Mandatory Skills

Deep understanding and working knowledge of customer service domain, architecture and contact center platforms, tools and technologies (Cisco, Genesys, Avaya, NICE, Nuance etc.)

Multi-media Contact Center (audio/video, chat, SMS, Web)

Interactive Voice Recognition (IVR)

Agent on the Web

Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys and other platforms

Understanding of relevant protocols, media integrations, CTI integrations etc

Ability to troubleshoot recording issues

Working knowledge of designing and implementing IVR solutions; knowledge of dialer solutions / applications

Knowledge of call flows

Working knowledge of architecting & implementing WFO solutions across leading contact center platform

Architecting and building large-scale solutions, which integrate smoothly in cloud

This is a hands on role and will require the candidate to trouble-shoot and do development work as needed

This is a hands on role and will require the candidate to trouble-shoot and do development work as needed

Good to have skills

Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact center key metrics

Information Technology Infrastructure experience (Server / Database infrastructure)

AWS Certified Solution Architect

Experience with Ansible

Experience with Conversational AI, NLP solutions

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com