Shape the future of customer experience and contact center operations. This role is pivotal in designing and implementing cutting-edge, cloud-based, and AI-driven contact center solutions. You'll leverage your expertise in CCaaS, Conversational AI, CRM, and large-scale transformations to modernize customer engagement strategies.

Join a team that is building the next generation of customer service, focusing on innovation and efficiency. Your contributions will directly impact how organizations interact with their customers, driving significant improvements in service delivery.

Lead pre-sales initiatives and define comprehensive solution architectures for end-to-end contact center transformations. Collaborate with business stakeholders, clients, delivery teams, and technology partners to create scalable, AI-driven customer experience solutions.

Key responsibilities include architecting solutions across Omnichannel, IVR, Conversational AI, CRM, and other contact center technologies. Drive AI-led initiatives like Virtual Agents and Agent Assist, and manage modernization programs from legacy systems to cloud platforms. You will also define integration strategies and ensure successful program delivery.

A strong background in Contact Center Transformation and CX Solution Architecture is essential. Proven expertise with CCaaS platforms (e.g., Genesys, NICE CXone, Amazon Connect) and Conversational AI technologies is required. Solid understanding of CRM integration (Salesforce, ServiceNow, Dynamics 365) and experience with cloud migration programs are critical.

We are looking for individuals skilled in omnichannel routing, workforce management, and analytics. Experience with RFP/RFI responses, solution estimation, and client engagements, coupled with robust program and stakeholder management skills, is mandatory. Experience with AI-powered contact centers and real-time analytics is preferred.