Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 4 years of Information Technology experience
4+ years of experience driving customer service transformation using Salesforce, MS Dynamics, or key Agent Desktop platforms.
4+ years architecting agent desktop solutions for end-to-end customer contact management including Call Pop, Case Management, Workforce Management, Call Routing, Operational KPI and best practices of call centers and their operations.
4 or more years of development experience in either Salesforce, MS Dynamics, NICE CXone and or Genesys CX environments.
4 or more years hands-on experience of software development, to include design, custom and common coding (JavaScript, nodejs, Angular), and testing of real time systems.
4 or more years' experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center
4 or more years' experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.
Understanding of OOP and efficient programming concepts to reduce tech debts.
Experience with enterprise level CCaaS architecture for complex business needs.
Experience creating and presenting to executive level stakeholders (technical and non-technical).
Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
Existing knowledge and/or industry certifications for one of these - Salesforce, MS Dynamics, NICE CXone and or Genesys CX and process automation technologies
Contact Center as a Service (CCaaS) software management and domain experience.
One of these - MS Dynamics, Genesys CX , Salesforce Architect Experience, Nice CXone Studio experience
Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.
Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
Proficiency in productivity applications like Confluence, JIRA, draw.io.
Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
Ability to establish and maintain strong working relationships with key internal associates and partners.
Self-motivated, attention to detail and excellent judgment skills.
Knowledge of cloud security best practices and tools (e.g., IAM, KMS, Security Groups, etc.)
Experience with CI/CD pipelines and tools such as Jenkins, GitLab, or AWS CodePipeline.
Experience with containerization technologies such as Docker and Kubernetes.
Proven experience in application optimization, including performance tuning, resource allocation, and scaling strategies.

Preferred Qualifications:
At least 4 years of Information Technology experience
4+ years experience leading major Programs/Projects in a complex, global corporate setting
4+ years experience working in a Software company, preferably managing SaaS Transformation projects
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work effectively in a fast-paced, collaborative environment.
Leadership skills with the ability to mentor and guide junior team members.
Strategic thinking and the ability to align technical solutions with business goals.
Familiarity with Agile/Scrum methodologies.

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.