NICE Solution Architect

Job Description

Primary Skills : CCaaS , NICE, Genesys

Main Responsibilities
Ability to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
Ability to work with enterprise and network architects to design low level architecture diagram.
Ability to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
Ability to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
Work with dev leads and address core issues related to performance, security, scalability etc.
Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.

Must Have
10+ years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
Must have knowledge of key cloud platforms such as AWS, MS Azure or GCP
Core knowledge of telephony protocols and architecture
Through understanding of leading AI tools and market trends
Understanding of modular design
Hands on experience on designing and implementing best practices related to IVR and NLU
Through understanding of WEM/WFM and it's interactions with core CCaaS platform

Must have advance certification like –
CCNP(Cisco Certified Network Professional) 
CCIE(Cisco Contact Center Implementing Enterprise)
NIce CXOne Core Plus
GCP (Genesys Cloud Professional)
Genesys Cloud CX Certified Developer
Genesys Cloud Certified API Developer
Genesys Cloud Scripting Certified Specialist

Nice to have.
Experience with QM and Workforce Management
Knowledge of AI tools
Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
Knowledge of Jira and Scrum is preferable.
Understanding of 3rd party LLM modules
Integrations of custom AI engines with CCaaS tools"
 

Life at Capgemini:

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
•    Flexible work
•    Healthcare including dental, vision, mental health, and well-being programs
•    Financial well-being programs such as 401(k) and Employee Share Ownership Plan
•    Paid time off and paid holidays
•    Paid parental leave
•    Family building benefits like adoption assistance, surrogacy, and cryopreservation
•    Social well-being benefits like subsidized back-up child/elder care and tutoring
•    Mentoring, coaching and learning programs
•    Employee Resource Groups
•    Disaster Relief

Disclaimer:

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law