Tata Consultancy Services

CCaaS Architect

Tata Consultancy Services • $110K — $130K *
Phoenix, AZ 85032In-Person
Telecommunications & Hardware
Less than 5 years of experience
More than 3 months ago
Job Overview by Ladders

Qualifications

  • 5-7 years of experience in designing and implementing CCaaS solutions
  • Strong technical background with platforms like Genesys Cloud and Twilio Flex
  • Experience in migrating legacy IVR platforms to cloud-based solutions
  • Knowledge of CRM system integration for contact centers
  • Experience working with large BFSI (Banking, Financial Services, and Insurance) clients
  • Familiarity with Google Cloud Platform is preferred

Responsibilities

  • Design and optimize cloud-based contact center solutions
  • Lead technical alignment between platforms and business objectives
  • Integrate contact center solutions with existing CRM systems
  • Manage and guide teams to deliver scalable, omnichannel experiences
  • Focus on enhancing AI, analytics, and user experience for both customers and agents
  • Oversee the migration from legacy systems to CCaaS architectures
  • Implement best practices based on previous successful migrations

Benefits

  • Work with cutting-edge technology in the cloud-based contact center space
  • Opportunity to influence and shape innovative customer experience solutions
  • Engage with large-scale BFSI clients to drive significant impact
  • Collaborative environment with a focus on continuous improvement in service delivery
  • Professional growth opportunities in a fast-evolving industry
Full Job Description
CCaaS Architect

CCaaS (Contact Center as a Service) Architect designs, implements, and optimizes cloud-based contact center solutions, acting as a technical leader to align platforms (like Genesys Cloud, Amazon Connect, Twilio Flex) with business goals, integrating with systems like CRM, and managing teams for scalable, omnichannel experiences, focusing on AI, analytics, and customer/agent experience. Strong experience in migration of the Legacy / on-prem IVR platforms to CCaaS platforms
• Preference is Google Cloud Platform (Google CCAI). If not, any CCaaS migration (like Amazon Connect or Five9s) etc would help
• Experience in dealing with Large BFSI customers Volume of migration is huge (Data, Call flows) who can bring in best practices from other migrations

Salary Range- $110,000-$130,000 a year #LI-SP3 #LI-VX1

About Tata Consultancy Services

Tata Consultancy Services (TCS) is an Indian multinational information technology (IT) services and consulting company, headquartered in Mumbai, Maharashtra, India. It is a subsidiary of Tata Group and operates in 149 locations across 46 countries. TCS is the largest Indian company by market capitalization and is ranked 11th on the Forbes Global 2000 list of the world's biggest public companies. TCS is also the second-largest IT services company in the world by revenue and the largest employer of women in India. The company provides services in areas including IT, consulting, and business solutions.
Learn more about Tata Consultancy Services
Size
469,261 employees
Industry
Information Technology
* Ladders Estimates

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