Technology Specialist (CCaaS) - Hybrid
Montréal, QC, CA
Description
Position Overview
The CCaaS (Contact Center as a Service) Architect is responsible for designing, implementing, and optimizing cloud-based contact center solutions to enhance customer experience, streamline operations, and meet business objectives. This role involves collaborating with cross-functional teams, including IT, customer service, and business stakeholders, to architect scalable and secure CCaaS platforms. The CCaaS Architect will leverage expertise in cloud technologies, contact center operations, and integration to deliver innovative solutions.
Key Responsibilities
- Solution Design: Architect and design CCaaS solutions tailored to business requirements, ensuring scalability, reliability, and performance
- Platform Implementation: Lead the deployment and configuration of CCaaS platforms, integrating with CRM, ERP, and other enterprise systems
- Technical Leadership: Provide guidance to development and operations teams on best practices for CCaaS implementation and maintenance
- Stakeholder Collaboration: Work with business leaders to understand customer experience goals and translate them into technical requirements
- Optimization: Monitor and optimize contact center performance, including call routing, IVR systems, omnichannel integration, and analytics
- Security and Compliance: Ensure CCaaS solutions comply with industry standards (e.g., PCI-DSS, GDPR, HIPAA) and maintain robust security protocols
- Vendor Management: Collaborate with CCaaS vendors (e.g., AWS Connect, Genesys Cloud, Five9) to evaluate features, negotiate contracts, and ensure service quality
- Documentation and Training: Create detailed technical documentation and provide training to internal teams on CCaaS systems and processes
- Innovation: Stay updated on emerging CCaaS technologies, AI-driven tools (e.g., chatbots, sentiment analysis), and industry trends to recommend improvements
Qualifications
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field. Master’s degree or relevant certifications (e.g., AWS Certified Solutions Architect, CCNP Collaboration) preferred
- Experience:
- 5+ years of experience in contact center architecture, cloud-based solutions, or related roles
- Proven experience designing and implementing CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, Five9, or similar)
- Hands-on experience with cloud infrastructure (AWS, Azure, Google Cloud) and integrations with CRM platforms (e.g., Salesforce, Zendesk)
- Technical Skills:
- Proficiency in cloud architecture, APIs, and microservices
- Knowledge of contact center technologies, including IVR, ACD, CTI, and omnichannel solutions
- Familiarity with programming/scripting (e.g., Python, JavaScript) for automation and customization
- Understanding of VoIP, SIP, WebRTC, and telephony protocols
- Soft Skills:
- Strong problem-solving and analytical skills
- Excellent communication and stakeholder management abilities
- Ability to work in a fast-paced, collaborative environment
Preferred Qualifications
- Experience with AI and machine learning applications in contact centers (e.g., natural language processing, predictive analytics)
- Familiarity with DevOps practices and tools (e.g., CI/CD pipelines, Kubernetes)
- Prior experience in Agile or Scrum methodologies
- Industry certifications such as TOGAF, ITIL, or PMP
Work Environment
- Location: [Remote/On-site/Hybrid, specify location if applicable]
- Travel: Occasional travel may be required for client meetings or vendor engagements
- Reports To: [Director of IT, Customer Experience Lead, or relevant position]
The starting salary for this position is standardized for all new hires, ensuring equitable compensation across incoming team members in this role.
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its international scope.