NICE Solution Architect
- Full Time, onsite
- Capgemini America, Inc.
- Hybrid3 days per week onsite is our typical hybrid model, United States of America
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you d like, where you ll be supported and inspired bya collaborative community of colleagues around the world, and where you ll be able to reimagine what s possible. Join us and help the world s leading organizationsunlock the value of technology and build a more sustainable, more inclusive world.
Job Description
Primary Skills : CCaaS , NICE, Genesys
Main Responsibilities
Ability to design solutions around CCaaS tool in complex environments with integrations to CRM, MDM etc.
Ability to work with enterprise and network architects to design low level architecture diagram.
Ability to resolve integration and interface issues between various applications or systems with focus on optimizing software performance and scalability.
Ability to interact with client technical stakeholders and propose best technical option suitable for the long-term solution.
Ability to understand client ask, create estimates, and plan technical execution by understanding technical dependencies.
Provide leadership & direction in the areas of technology and to facilitate and enable growth and business agility.
Work with dev leads and address core issues related to performance, security, scalability etc.
Coach and mentor junior developers and other team members. Conduct code reviews to ensure code quality, maintainability, and security.
Contribute to architectural project plans, to obtain approval for detailed plans and resource estimates.
Must have experience with implementation knowledge management, RPA, Omni channel and cloud migration.
Must Have
10+ years of experience in leading CCaaS platform such as NICE, Genesys, AWS Connect, Avaya or Cisco
5+ years of extensive hands-on experience on integrating telephony/IVR systems with CRM like Salesforce, MS Dynamics
Must have knowledge of key cloud platforms such as AWS, MS Azure or Google Cloud Platform
Core knowledge of telephony protocols and architecture
Through understanding of leading AI tools and market trends
Understanding of modular design
Hands on experience on designing and implementing best practices related to IVR and NLU
Through understanding of WEM/WFM and it's interactions with core CCaaS platform
Must have advance certification like
CCNP(Cisco Certified Network Professional)
CCIE(Cisco Contact Center Implementing Enterprise)
NIce CXOne Core Plus
Google Cloud Platform (Genesys Cloud Professional)
Genesys Cloud CX Certified Developer
Genesys Cloud Certified API Developer
Genesys Cloud Scripting Certified Specialist
Nice to have.
Experience with QM and Workforce Management
Knowledge of AI tools
Knowledge of leading CRM like Salesforce or MS Dynamics is a plus
Knowledge of Jira and Scrum is preferable.
Understanding of 3rd party LLM modules
Integrations of custom AI engines with CCaaS tools"
Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief
Disclaimer:
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant ;/p>
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.