1 month ago
Pune, IndiaStaff+
Responsibilities
- Translate enterprise architecture strategy, standards, and guardrails into contact-center solution designs.
- Lead architecture design for Salesforce contact-center initiatives and define interactions across Salesforce, digital channels, routing, telephony, CCaaS, integrations, data, security, and operations.
- Break complex multi-platform solutions into sequenced technical deliverables with dependencies, ownership, and implementation guidance.
- Convert architecture into Jira epics, enablers, stories, and delivery milestones with product, engineering, business, and vendor stakeholders.
- Maintain architecture involvement through implementation, testing, rollout, and production readiness.
- Guide configuration, custom development, routing, integration, data, security, performance, resilience, scalability, and supportability decisions.
- Review designs and implementations, identify technical risks and dependencies, document architecture decisions, and escalate material exceptions.
- Partner across security, infrastructure, network, integration, operations, and vendor teams.
- Mentor technical leads and developers and contribute contact-center architecture expertise to the architecture community.
Requirements
- Bachelor’s degree in a relevant technical field or equivalent professional experience.
- At least eight years of enterprise technology experience with significant solution-architecture and delivery experience.
- At least six years of experience in software engineering, systems engineering, application development, platform engineering, or a related field.
- Strong Salesforce architecture and implementation experience in complex enterprise environments.
- Experience with enterprise contact-center architecture, omnichannel engagement, telephony, CTI, or CCaaS integration.
- Strong knowledge of integration, security, identity, data, performance, resilience, scalability, observability, and operational support.
- Experience decomposing complex solutions into executable technical work packages and guiding decisions across multiple teams and vendors.
- Experience with Agile delivery practices and Jira.
- Technical design, coding or configuration, debugging, root cause analysis, performance tuning, testing strategies, source control, CI/CD, and production support knowledge.
- Ability to lead complex engineering work, influence technical direction, collaborate with technical and non-technical stakeholders, mentor engineers, and drive engineering best practices.
- Preferred: Salesforce architect-level or Service Cloud certifications and experience integrating Salesforce with enterprise telephony or CCaaS platforms.
- Preferred: experience with NICE CXone, Genesys Cloud, IEX, Pindrop, and highly available business-critical customer-engagement solutions.
- Preferred: AWS Certified Cloud Practitioner, AZ-900 Azure Fundamentals, RHCSA, or equivalent certification.
- A master’s degree in a relevant technical field is preferred.
Benefits
- Full-time position.
- Benefits vary outside the US by country and align with local market practice; eligibility and effective dates may vary, including for employees covered by collective bargaining agreements.
