Now Hiring - Cognizant Technology Solutions - Information Technology CONTACT CENTER BUSINESS ARCHITECT in Las Vegas, NV

We have an immediate need for a highly skilled Principal Architect with Contact Center expertise to design and implement end-to-end AWS Cloud Contact Center solutions.

We are seeking out the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing Digital Customer Experience practice area. We need people with developed intuitions and a positive outlook that can overcome any obstacle!

We pride ourselves on having extensive experience working with clients in all major markets. Our delivery model is infused with a distinct culture of high customer happiness. We consistently deliver positive relationships, cost reductions and business results.

Key Responsibilities

• Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
• Implement Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
• Participate in migration efforts in cloud contact center and provide guidance as the Subject Matter Expert in the migration and deployment of the solutions.
• Conduct Cloud Contact Center solutions and road map sessions with business leadership, vendor architecture and sales support.
• Provide digital experience, business automation solutions using AI/ML as well as contact center technologies.
• Manage software evaluations for cloud migrations for customer service channels.
• Set up pilots and POC for solution evaluations and further migration to production solutions.
• Manage and lead technology mergers resulting from organizational acquisitions.
• Provide technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
• Create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
• Provide cost savings, solution optimization, process improvement for current organization and previous clients.
• Suggest solutions like call back, hybrid EWT and managed for a successful implementation.
• Lead operational automation for contact center management and monitoring.
• Lead major technology transformations in contact center and AI/ML technologies.
• Analyze, lead, and execute changes for MIPS reduction providing cost savings.
• Lead efforts to achieve platform stability, resiliency, and high availability.
• Provide cost savings though infrastructure and server consolidation.
• Provide solution optimization and process improvement with unique template IVR and interaction routing.

Required Qualifications

• Must have handled at least contact center cloud migration projects in AWS environment and should have worked in on-premises contact center solutions. project and with sizable team
• Genesys/Cisco/Avaya/Twilio/ contact center products knowledge and whole contact center domain knowledge.
• Around 15-20 years of IT experience in customer service technologies including Contact center cloud-based Products, solution design and implementation. Also experienced in omni-channel and AI/ML solutions
• Excellent analytical, communication (oral & written) and interpersonal skills.
• Highly self-motivated, quick learner, team player, challenge seeker
• Technology experience: Amazon Web Services, Amazon Connect, Lex Integration, Lambda Integration, Node JS, Java, Java Scripts

Preferred Qualifications

• Experience using agile methodologies (SAFe) and waterfall.
• Six sigma yellow belt trained, green belt project in progress, cloud certified.
• Banking, Insurance and Education/e-Learning domain experience
• Good leadership and project execution skills, happy to mentor and share knowledge.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Jul 27 2023

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at [please apply online] or follow [please apply online].

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email [please apply online] with your request and contact information.