Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.
Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.
As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.
This Role will support all Uniphore projects related to the integration of Uniphore products into client telephony systems. Candidates should have prior experience as an architect in a contact center environment and have deep technical understanding of contact center functionality. Responsibilities will include architecting call center solutions in coordination with customer call center IT Operations and contact center OEMs to design and drive implementations.
Responsibilities
- Be capable of driving large contact center application projects from an architecture and design perspective including:
- Taking into account Call routing, Multi-site virtual centers, Inbound/outbound self-service/queuing and applications, Agent desktop applications
- Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys, Five9, and other platforms
- Advanced analytics solutions (Including Speech Analytics), Conversational AI solutions
- Deployment approach
- Design Customer Call Flow processes, Natural language Processing capabilities, dynamic routing and integration
- Develop re-usable artifacts, assets, best practices, thought leadership and Point of views related to contact center transformation:
- Technical white papers
- Technical proposals
- Influence technical direction and decision making with internal clients in order to enable the delivery of quality for contact center solutions
- Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, and Analytics Solutions for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a solution architect for internal and external customers
Requirements
- Minimum 10 years’ experience in IT related role
- Minimum 7 years’ experience with Contact Center technologies
- Excellent listening, verbal, and written communication skills, facilitation and presentation skills
- Ability to interact professionally with a diverse group of stakeholders (senior executives, operations, customer service & partners)
- Act as the trusted advisor both internally and externally during professional service delivery projects taking a nuanced, conversational approach
- Experience designing solutions for On-Prem, Cloud and Hybrid deployments
Mandatory Skills
- Deep understanding and working knowledge of customer service domain, architecture and contact center platforms, tools and technologies (Cisco, Genesys, Avaya, NICE, Nuance etc.)
- Multi-media Contact Center (audio/video, chat, SMS, Web)
- Interactive Voice Recognition (IVR)
- Agent on the Web
- Implement call recording solutions for enterprise customers on Avaya, Cisco, Genesys and other platforms
- Deep understanding of VOIP Architecture including SIP communications, dial-plan, SIPRec, and B2B data exchange
- Understanding of relevant protocols, media integrations, CTI integrations etc
- Ability to troubleshoot recording issues
- Working knowledge of designing and implementing IVR solutions; knowledge of dialer solutions / applications
- Knowledge of call flows
- Working knowledge of architecting & implementing WFO solutions across leading contact center platform
- Architecting and building large-scale solutions, which integrate smoothly in cloud
- This is a hands on role and will require the candidate to trouble-shoot and do development work as needed
- This is a hands on role and will require the candidate to troubleshoot and do development work as needed
Good to have skills
- Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers/contact center key metrics
- Understanding Contact Center business level operations
- Information Technology Infrastructure experience (Server / Database infrastructure)
- Experience with Twilio Flex and Studio
- Experience with Asterisk
- AWS Certified Solution Architect
- Experience with Ansible
- Experience with Conversational AI, NLP solutions
- Experience with Docker and Kubernetes
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.
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Last updated on Sep 29, 2023