Contact Center Architect

Description

Tyler Technologies is looking for a Contact Center Architect to join our Corporate IT team! Our company is implementing a common support Contact Center with NICE CX1, migrating from various technologies, and adopting a common platform along with common processes.

The Contact Center Architect will be responsible for designing, implementing, and supporting contact center solutions that leverage the NICE CX1 platform.

They will work closely with support, client success, sales, and implementation to understand business requirements, document processes, and build / configure the contact center platform to meet customer needs and improve their journey in interacting with Tyler Technologies.

• Most of the Contact Center Architect’s time will with Contact Center System Design and Architecture (IVR, CRM Integration, ACD, multi-channel infrastructure, AI);
• Workflow and Process Optimization to enhance efficiency and customer experience; Technology Evaluation and Selection (assess new and existing NICE CX1 modules and how they can solve Tyler’s business scenarios, as well as third-party tools);

Performance Monitoring and Optimization (define and monitor KPIs that will reduce costs and improve CSAT); Security and Compliance.

The Contact Center Architect will manage a wide array of technical, operational, regulatory, and strategic challenges to design and maintain an efficient, secure, and customer-centric contact center environment.

It requires a blend of technical expertise, strategic vision, project management skills, and effective communication to successfully navigate these complexities and deliver optimal solutions.

Responsibilities

• Plan and conduct discovery sessions with support, client success and customers, document their needs in the form of functional requirements documents that will be presented to development.
• Research and provide internal and external content for executive presentations and reports.
• Collaborate with internal users to gather and analyze business requirements for contact center solutions, including telephony, e-mail, chat, IVR, skills based routing, knowledge management, CTI, interactions analytics, quality management, workforce management, AI, and reporting.

Configure and customize these solutions.

• Assist teams in NICE CX1 role based training and best practices technology use.
• Define data strategy for Contact Center KPI reporting, and customer centric reporting.
• Design end-to-end contact center solutions using NICE CX1, incorporating best practices and industry standards to meet client needs and objectives.
• Develop detailed architectural designs, including system diagrams, data flows, integration points, and technical specifications, to guide the implementation of contact center solutions and modules.
• Lead and participate in technical discussions with stakeholders to articulate solution designs, address technical challenges, and ensure alignment with business goals.
• Conduct system testing and validation to ensure the reliability, scalability, and performance of contact center solutions built on the NICE CX1 platform.
• Stay up-to-date on industry trends, emerging technologies, and best practices related to contact center solutions and the NICE CX1 platform.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• 5 or more years experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.
• 3 or more years experience in NICE CXone and UC environments.
• 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C#), and testing of real time systems.
• 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 NICE CXone and process automation technologies
• Contact Center as a Service (CCaaS) software management and domain experience.
• NICE CXone and 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 Microsoft Office products i.e., Outlook, Word, Excel, PowerPoint and Visio.
• Strong technical, analytical, and problem-solving skills.
• 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.
30+ days ago