Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Job Summary:
Locations: Philadelphia PA / New York Metro Area / Charlotte NC / Atlanta GA /Chicago IL / Dallas TX
We are looking for a seasoned Enterprise Architect to lead the design and implementation of a Contact Center Agent Assist platform using AWS Full Stack technologies. The position involves leveraging AI/ML, cloud infrastructure, and full-stack development to optimize agent performance, enhance business communications, and integrate seamlessly with contact center systems. The goal is to improve agent efficiency and customer service experiences, driving operational excellence.
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Key Responsibilities:
- Architectural Leadership: Develop scalable, secure Agent Assist platforms using AWS services (Lambda, API Gateway, DynamoDB).
- AI Integration: Implement AI-driven models for real-time agent assistance, NLP, and intelligent call routing to improve agent-customer interactions.
- Full Stack Development: Oversee development in Node.js, Angular, Python, focusing on enhancing agent workflows and communication channels.
- Optimization: Collaborate with stakeholders to align designs with business needs, ensuring seamless integration across multiple communication channels (voice, chat, email, etc.).
- Scalability & Security: Optimize systems for high availability in high-volume contact centers, ensuring compliance with industry regulations like GDPR and PCI-DSS.
Qualifications:
- 10+ years of experience in enterprise architecture, with a focus on cloud solutions and contact center technologies.
- 5+ years of experience with AWS Full Stack services, AI/ML integration for agent assistance, and microservices.
- Proficiency in Node.js, Angular, Python for full-stack development and AWS services (Lambda, ECS, DynamoDB).
- Experience with contact center platforms such as Kore.ai and business communication tools.
- Strong expertise in cloud security and data privacy in contact centers.
Why Join Us? You'll be at the forefront of technology in an organization that values innovation and delivers cutting-edge solutions for customer service excellence.
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.
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.