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GCP CES AI/ML Practice Architect- I
Location
United States
Posted
21 days ago
Salary
$136K - $204K / year
Seniority
Mid Level
Job Description
GCP CES AI/ML Practice Architect- I
TEKsystems
Role Description We’re looking for a Practice Architect I – GCP CES to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward. - Lead the design and architecture of CCaaS and other Contact Centre solutions, ensuring alignment with business objectives and technical requirements. - Collaborate with cross-functional teams, including business lines, IT, and others, to gather requirements and develop comprehensive solution designs. - Evaluate and select appropriate CCaaS platforms and technologies, such as Google CCAIP or Ujet to meet the organization's needs. - Develop and maintain architectural documentation, including technical design documents, solution blueprints, and integration plans. - Provide technical leadership and guidance to development teams during the implementation phase, ensuring adherence to architectural standards and best practices. - Conduct regular reviews of the CCaaS solution to identify areas for improvement and optimization. - Stay up-to-date with industry trends and emerging technologies in the CCaaS space, and recommend innovative solutions to enhance the customer and agent experience. - Ensure the scalability, reliability, and security of the CCaaS solution, addressing any technical challenges that may arise. - Implement AI tools in the Contact Centre: Lead the integration of AI technologies to enhance customer interactions and agent productivity, including natural language processing (NLP), machine learning, speech analytics, and AI-driven insights. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field. - Proven experience as a Solutions Architect, with a focus on Contact Centre as a Service (CCaaS) solutions. - Excellent understanding of cloud computing principles and architectures. - Experience with designing and implementing multi-channel and omnichannel contact center solutions. - Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions. - Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels. - Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Requirements - Experience with other CCaaS platforms, preferably Google CCAIP or such as Amazon Connect or NICE inContact. - Integrating the virtual agents with CCaaS environment - preferably DFCX. - Knowledge of customer relationship management (CRM) systems, Workforce Management and their integration with CCaaS solutions. - Experience with Contact Center Reporting - knowledge of important KPI and Metrics. - Experience with agile development methodologies and project management tools. Benefits - Medical, Dental, and Vision. - Critical Illness, Accident, and Hospital. - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available. - Life Insurance (Voluntary Life and AD&D for employee and dependents). - Short and Long-Term Disability. - Health Spending Account (HSA). - Transportation Benefits. - Employee Assistance Program. - Time Off/Leave (PTO, Vacation or Sick Leave).
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