Call Center Technology Architect

BlackStone eIT is seeking a talented and experienced Call Center Technology Architect to join our team. In this role, you will be responsible for designing and implementing cutting-edge technology solutions that enhance our call center operations, improve customer interactions, and promote efficiency across the board. The ideal candidate will have a strong background in telecommunications, cloud solutions, and a deep understanding of customer service technologies.

Key Responsibilities

• Architect and design technology solutions for call center operations, including telephony, CRM integration, and analytics tools.
• Collaborate with stakeholders to gather requirements and transform them into scalable technology solutions.
• Evaluate and recommend software, hardware, and infrastructure to support call center operations.
• Lead the implementation of call center solutions, ensuring integration with existing systems and processes.
• Monitor system performance and make recommendations for enhancements or changes to improve overall functionality and user experience.
• Provide technical leadership and mentorship to team members, fostering a culture of innovation and continuous improvement.
• Stay current with industry trends, emerging technologies, and best practices to ensure optimal system performance and customer satisfaction.

Requirements

Education

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.

Experience

• 8+ years of experience in technology architecture, specifically within call center operations.
• Proven experience designing and implementing telephony systems and customer engagement platforms.

Technical Skills

• Strong knowledge of call center technologies, including ACD, IVR, and predictive dialers.
• Experience with cloud-based solutions and platforms such as AWS, Azure, or Google Cloud.
• Proficiency in CRM systems such as Salesforce, Zendesk, or similar.
• Strong understanding of integration technologies, including APIs, middleware, and data exchange standards.
• Experience with analytics and reporting tools to drive operational insights.

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Leadership and mentoring abilities to guide technical teams.
• Ability to manage multiple projects and priorities in a fast-paced environment.

Certifications (Preferred)

• Relevant certifications in call center technologies, ITIL, or cloud architecture.
• CCNA, CCNP, or similar networking certifications are a plus.

Benefits

• Remote Model
• Time Flexibility
• Relocation after 6months based on performance