Ampcus Inc

Define system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics.. In-depth knowledge of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM).. Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect.. Strong understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact center solutions.. Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent.

solution architect

Role: Contact Center Solution Architect Location: 100 Vanguard Boulevard, Malvern, PA, Onsite Job Description: Solution Design and Architecture: • Collaborate with stakeholders to gather and analyze business requirements for contact center solutions. • Design and architect scalable, reliable, and cost-effective contact center solutions that meet business objectives and align with industry best practices. • Define system architecture, integration points, data flows, and technical specifications for contact center components including IVR, ACD, CRM, workforce management, reporting, and analytics. Technology Evaluation and Selection: • Evaluate and recommend contact center technologies, platforms, and vendors based on business requirements, technical capabilities, and industry standards. • Conduct proof-of-concept (POC) projects and technology assessments to validate feasibility and performance of proposed solutions. Integration and Implementation: • Define integration requirements and strategies for connecting contact center solutions with existing systems, applications, and third-party services. • Collaborate with internal IT teams, vendors, and partners to implement and configure contact center solutions, ensuring seamless integration and alignment with business processes. Performance Optimization and Scalability: • Identify opportunities to optimize performance, scalability, and efficiency of contact center solutions through system tuning, load balancing, and capacity planning. • Conduct performance testing and optimization activities to ensure contact center solutions meet performance requirements under varying workloads and conditions. Security and Compliance: • Ensure contact center solutions adhere to security standards, regulatory requirements, and compliance guidelines such as PCI DSS, GDPR, HIPAA, and SOC 2. • Define security controls, encryption methods, access policies, and audit trails to protect sensitive customer data and ensure data privacy. Documentation and Knowledge Sharing: • Document solution architecture, design decisions, configurations, and technical specifications. • Provide guidance, training, and knowledge transfer to internal teams and stakeholders on contact center technologies, best practices, and implementation methodologies. Skills and qualifications: • Bachelor’s or master’s degree in computer science, Information Technology, or related field. • 10+ years of experience in solution architecture, design, and implementation, with a focus on contact center technologies. • In-depth knowledge of contact center concepts, architectures, protocols, and standards (e.g., SIP, VoIP, CTI, ACD, IVR, CRM). • Hands-on experience with contact center platforms such as Genesys, Avaya, Cisco, Twilio, or Amazon Connect. • Strong understanding of cloud computing platforms (e.g., AWS, Azure, Google Cloud) and cloud-based contact center solutions. • Proficiency in system integration techniques, APIs, web services, and middleware technologies. • Excellent communication, collaboration, and stakeholder management skills. • Ability to lead and influence cross-functional teams in a dynamic, fast-paced environment. Preferred Qualifications: • Certification in relevant areas such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, or equivalent. • Experience with Agile or DevOps methodologies for software development and deployment. • Knowledge of emerging contact center trends and technologies such as AI, chatbots, speech analytics, and omnichannel engagement. • Experience in industries such as telecommunications, finance, healthcare, or retail with complex contact center requirements. Thank You

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