Enterprise Architect

We are looking for an Enterprise Architect who will assist in maintaining the integrity of the customer’s infrastructure. This will be accomplished through a detailed knowledge of contact center solution components and their interactions, staying abreast of relevant technological changes, and focusing on strategic requirements by working with business units in a continuous growth and optimization planning cycle.
The position requires working in the office two days a week.

Responsibilities:

• Leading the functional design and development of application systems across all technologies and platforms in the Contact Center Ecosystem.
• Providing consultation for senior management on a wide spectrum of existing and emerging infrastructure technologies.
• Translating user requirements into process and data requirements and developing solutions for the business with far-reaching impact.
• Providing technical leadership to develop precise steps and processing logic across all platforms, ensuring the designed specifications achieve business needs.
• Offering comprehensive senior-level technical consulting to other IT senior management and technical teams.
• Making technology selection decisions in situations where business requirements are not completely defined.
• Ensuring familiarity with the following applications/systems: Genesys Engage (including IVR, Outbound Dialer, Routing, WDE, Realtime and Historical reporting), Oracle SBC, Cisco Call Manager, Verint (WFM, QM, DPA, and transcription and speech analytics), voicemail, and 911 services.

• 5+ years of Enterprise Level Contact Center technology experience
• 3+ years of Enterprise Architecture experience.
• 3+ years of leadership experience, including developing and presenting to varying levels of Leaders.
• Advanced experience with multiple Contact Center vendor solutions covering:  Voice (IVR, Outbound Dialer, and Routing), Omnichannel (SMS/email/chat), Call Recording, Speech Analytics, Quality Management, Workforce Management, Real Time and Historical Reporting, Fraud Detection/Management, Natural Language, and Text-to-Speech.
• Experience with AI/BOT development and integrations (i.e. Google Dialogflow, Amazon Lex, IBM Watson).
• Knowledge or Certifications in cloud architecture (Google, Microsoft, Amazon).
• Ability to develop sales level documentation, including: Statements of Work, Proposals, and Change Requests.
• Ability to create advanced design documents including Conceptual Architectures.
• Ability and willingness to learn new technology, and evolve to current technology trends

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

All your information will be kept confidential according to EEO guidelines.