Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description
Role: Lead Solutions Architect
The Lead Solution Architect for Contact Center Experience Solutions will play a pivotal role in designing, implementing, and evolving enterprise-grade contact center solutions. Reporting to the Sr Director of the Contact Center Experience Solutions team, this position requires a strategic thinker who can bridge business requirements with technical implementations while leading a team of analysts and engineers.
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Primary Responsibilities
- Lead the design and implementation of enterprise contact center technologies, ensuring alignment with business objectives and IT strategy
- Drive technical decision-making for multi-channel contact center solutions, including routing, self-service, authentication, and fraud monitoring systems
- Develop and maintain architecture roadmaps for contact center technologies, ensuring scalability, reliability, and security
- Provide technical leadership and mentorship to engineers within the team
- Collaborate with stakeholders across call center organizations to gather requirements and deliver integrated solutions
- Evaluate and recommend technology solutions including Five9, Verint, Aceyus, Pindrop, Intradiem, and Neustar
- Design integration frameworks between contact center platforms and enterprise systems including Pega and ServiceNow
- Lead engineering reviews and provide guidance on technical design decisions
- Partner with architecture teams to assess new technologies and capabilities
Required Experience & Skills
- Strong experience in solution architecture, with high focus on contact center technologies
- Deep technical knowledge of omni/multi-channel contact center platforms and technologies
- Strong experience with at least three of the following technologies: Five9, Verint, Pindrop, Intradiem, Neustar
- Demonstrated experience in architecture design for workforce management, quality management, speech analytics, and desktop analytics solutions
- Experience integrating contact center technologies with enterprise systems like Pega, ServiceNow, and back-office work management systems
- Strong understanding of authentication frameworks, fraud monitoring, and security principles for contact centers
- Experience with API design, microservices architecture, and integration patterns
Mandatory Skills: Five9 Contact Center Admin.
Experience: 8-10 Years.
Expected annual pay for this role ranges from $80,000 to $1,58,000 . Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.