3 months 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.
About Cencora
Cencora is a global pharmaceutical distributor and services company that links drug manufacturers with pharmacies, hospitals, and other providers, and supports product commercialization and specialty logistics. It earns revenue from wholesale distribution and fee-based services spanning supply chain, market access, and patient-support programs. Formerly AmerisourceBergen, it is a Fortune 10 public company on the NYSE, headquartered in Pennsylvania, serving both human and animal health markets.