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
