Senior Solutions Architect

Roles & Responsibilities

· Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.

· Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.

· Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.

· Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.

· Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.

· Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.

· Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.

· Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.

· Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.

Team and Work Environment

· Can you give a high-level overview of your team size, roles, its initiatives/deliverables, and any tool/technologies specific to your team/department/project they will be supporting: Team size is fairly small – 2-3 people but the client base is large. It will work with the network and communication engineers, multiple managed services vendors, and a Contact Center of 250 advisors.

· What would “a day in the life” of this role look like?: We are looking for an experienced Contact Center Solution Architect to join our Customer Application team.

· As the Solution Architect, we are seeking someone to play a critical role in designing, implementing, and optimizing contact center solutions for our clients. The role will design and develop the architecture (integrated process, applications, data, and technology) solutions to our Contact Center Operations problems in alignment with the enterprise architecture direction and standards. This role will perform technical planning, architecture development and modification of specifications.

· PGE recently implemented and upgraded to Cisco WxCCE and we seek to leverage the new cloud platform and continue to reduce the complexity and increase reliability of our systems. We are also continuing to focus on advancing functions to support our Contact Center Advisors and Customers, leveraging GenAI and maximizing our use of our applications.

· This role will be responsible for researching and developing specifications for new products/services, applications, and service offerings on this new technology stack. This work will result in a technology roadmap for the future.

· What interaction level with this role have the team members and hiring manager? There is daily interaction

· What would you say is the top priority for the worker over the first few weeks/months?: Provide assessment of the application landscape and develop roadmap for improvements.

· What do you foresee being the biggest challenge in this role? The environment landscape is large and there are many stakeholders with institutional knowledge.

Minimum Qualifications

· Overall 10+ Years of Experience in IT Field.

· 5+ years of experience as a Solution Architect or Technical Lead with a focus on contact center solutions.

· Education Requirements (Experience in Lieu of Degree): Bachelor’s degree in Computer Science, Information Technology, or related field; Master’s degree is a plus.

· Certification Requirements (Any Preferences): Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.

· Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.

· Experience with contact center platforms such as Cisco, or similar.

· Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.

· Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.

· Excellent communication, presentation, and stakeholder management skills.

· Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.