Deskripsi Pekerjaan
Join our dynamic team as a Contact Center Architect where you'll spearhead the design and implementation of next-generation AI-powered contact center solutions. You'll architect scalable platforms integrating IVR systems, intelligent chatbots, and cloud technologies to deliver seamless omnichannel customer experiences. This role requires deep expertise in API integrations across voice, web, and backend systems, ensuring robust connectivity between customer touchpoints and enterprise databases. You'll lead the development of future-proof contact center ecosystems that prioritize scalability, security, and performance while optimizing operational efficiency. Collaborate with cross-functional teams to translate business requirements into technical specifications, staying ahead of industry innovations in AI and automation.
Tanggung Jawab
- Design and implement scalable AI contact center architectures including IVR, chatbot, and cloud solutions
- Develop API integrations connecting voice, web, and backend systems for unified customer journeys
- Lead technical planning for contact center platforms with emphasis on scalability and performance
- Architect omnichannel solutions ensuring seamless integration across voice, chat, and digital channels
- Collaborate with product teams to define technical requirements for AI-driven customer experiences
- Conduct system audits and optimization of existing contact center infrastructure
- Stay current with emerging technologies in AI, automation, and cloud contact center platforms
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- 5+ years of experience in contact center architecture or enterprise telephony solutions
- Expertise in IVR systems, chatbot development, and cloud platforms (AWS/Azure/GCP)
- Strong proficiency in API integration across voice, web, and backend systems
- Experience with AI/ML implementation in customer service environments
- Certifications in cloud architecture (AWS/Azure) or contact center technologies preferred
- Proven ability to translate business requirements into scalable technical solutions