Senior Contact Center as a Service (CCaaS) Architect - CXone

About the job
Senior Contact Center as a Service (CCaaS) Architect - CXone
Location: Englewood, CO or Remote - US (Preferred). Also open to
Canada, Australia, UK, or western Europe, Japan, and Singapore.
Travel: Ability to travel up to 30%
Reporting to: Sr. Director
Are you a cloud-based Customer Experience Architect with a solid understanding of software development? If you love solutioning for enterprise Clients and you have a passion helping our customers solve for omnichannel, self-service IVR, routing, etc. this is the perfect challenge for you! Your expertise and knowledge will allow you to push platforms to the limit and transcend Client expectations.
As a CXone CCaaS Senior Architect you will engineer and design the most complex Contact Center applications imaginable for some of the largest companies in the world. You are the SME who understands operational impacts of technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business. You will manage project initiatives, address digital transformation goals and business priorities. You will work directly with Clients and the Eventus team so working with people should be second nature. It's imperative that you have an inquisitive mind to deploy robust Contact Center solutions in a wide variety of environments. You will also roll up your sleeves often so be prepared dive headfirst into the code to help the development team with complex problems. You will work autonomously as well as with a team of engineers, sales folks, Clients and other industry leaders. If you are a seasoned senior technical architect, looking for the next challenge, let us know and apply today.
What We're looking for:• Bachelor's degree in computer science, IT, or engineering• 10+ years' experience in Contact Center and UC environments• 5 or more years of experience with software architecture and design within CCaaS systems. Past titles may include Solutions Architect, Systems Architect, Technical Architect. Experience must include:
o defining overall CCaaS architectures including (but not limited to) networks, WFM, quality, AI tools, ACD, CRM Integration and IVR
o Creating system designs that provide for effective maintenance, scalability, and upgradability
o Ability to create designs that leverage legacy/on-premises solutions and CCaaS systems• Experience with on premise to Cloud migration and the technical challenges and implications.• Enterprise migration experience (1,000+ agent seats)
• NICE CXone (inContact) platform experience (CXone Architect level is required)• Enterprise ACD, CTI and IVR experience• API integrations and Web service experience• SIP services / VoIP experience to include troubleshooting• Hands on experience with coding languages such as JavaScript, Python, Java, C++, willing to still roll up sleeve and dive into the code as needed and lead code reviews• Ability to create sales demos within Eventus lab environments• Experience with Genesys Cloud, Amazon Connect, or other cloud contact center application vendors is highly desired• Network infrastructure experience is a plus
Additional Responsibilities: • Build actionable and achievable CCaaS transformation plans including specifying legacy system changes needed or recommended.• Build toolsets to augment CCaaS vendor capabilities (testing, code-reuse, etc..)• Serve as escalation point on client testing and troubleshooting as required.• Lead RCA activities as required to resolve delivery or production issues.• Create and lead executive sales and delivery discussions including the creation of PPTs or other required facilitation documents.• Lead POC activities as required for sales or project deliveries.
Why you'll love it here:
Together we are better! - The core of the team is you and we celebrate the uniqueness each team member brings to the table. Our differences make us better and drive innovation globally.
With over 300 successful projects delivered, our culture and unique business model has landed us on the top of the INC 500 list of the nation's fastest growing private companies. With Eventus you can expect:• Entrepreneurial and collaborative environment• Competitive total rewards program• Comprehensive benefit plans• Professional training opportunities• Engaging and fun culture• Big business ambition with small company values• Opportunity to work with industry leading, talented peers
USA applicants can expect to make between $190,000 to $225,000 upon hire. Pay within this range will vary based upon experience, skills, certifications, education among other factors as required in the job description. In addition, this position is eligible for a target incentive bonus up to 20%.
Benefits
Eventus offers a wide range of benefits to full-time employees. Some are subsidized by the company and others are fully employee-paid. Health benefits include a choice of comprehensive medical plans, a dental plan, vision plan, EAP, critical illness insurance and a 401(k) plan. Eventus employees enjoy PTO of 15 days annually and a generous holiday schedule.
Eventus provides basic life and AD&D Insurance with option to purchase additional coverage. Short-term and long-term disability coverage is also offered. Eventus also offers tax saving accounts; HSA and FSA.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
http://eventusgcom/careers
(303) 376-6161