Lead Architect – Contact Center Solutions

Job Description

We are seeking a visionary Lead Architect to redefine and modernize the contact center operations of our client. This role is ideal for someone with a strong background in call center technologies and a passion for implementing cutting-edge solutions to enhance customer experience. Your expertise will contribute significantly to our goal of becoming a top digital telecommunications provider.

Job Description:

• Define and create a new type of contact center that aligns with modern technological advancements.
• Understand and integrate call center processes with supportive software implementations.
• Seamlessly integrate business processes into IT to achieve a modernized contact center.
• Focus on user experience in the design and implementation of contact center solutions.
• Design the IT stack based on business processes, ensuring optimal operation and customer service.
• Lead strategic projects focusing on innovative customer support technologies.
• Collaborate with various teams to implement AI and machine learning solutions, enhancing the contact center’s capabilities.
• Contribute to the transformation of the company into a leading digital telecom provider.

Key Responsibilities:

• Extensive knowledge and proficiency in Contact Center and Call Center technologies.
• Experience in implementing software that supports business processes in a call center environment.
• Integration of business processes into IT to achieve a modern and efficient contact center.
• Emphasis on AI and machine learning experience as a valuable asset.
• Familiarity with trendsetting solutions in customer service technologies.
• Designing and implementing customer-centric solutions that enhance user experience.
• Managing strategic projects with a focus on customer support technologies.
• Guiding the evolution of contact center operations to align with digital transformation goals.