| Senior Solutions Architecture at Remote, Remote, USA |
| Email: [email protected] |
| From: Manoj, Nitya Software Solutions [email protected] Reply to: [email protected] Senior Solutions Architecture Manager is looking for a solution architect in the call center space Senior Solution Architect in Verizon Global Technology Solutions (GTS) organization focused on Customer Experience & AI/ML end to end solutions. The Senior Solutions Architect will lead High Level Design, Reference Architecture and Implementation for a variety of high profile programs within the Customer Experience & AI/ML areas for the Verizon Consumer Group (VCG). The architect will be responsible for driving solutions and design patterns that promote flexible customer experience, call center agent experience and workflow orchestration, reusable components, and consistent common domain logic. The architect will be expected to take complex, multifaceted business requirements, understand and document the desired user experience then work with various teams to drive the design of the solution. The architect will be expected to bring strong expertise in Agile along with Industry Standard WorkFlow & Orchestration Frameworks, Service Oriented Architecture, Mobile, Web, Voice & Chat Technologies. The architect will help drive experiences that are personalized by leveraging insights from systems of intelligence and AI/ML modeling. This role will demand knowledge in AI/ML and Generative AI to enhance customer experience framework with Large Language Model solutioning. Also, understanding Telephony Call Routing to provide AI solutions to pair the customers with the next best available representative based on customer insights and real time agent status. Ideally, the architect should have 3 to 4 years of experience with Call Center ACD technology (Avaya IP ACD, Cisco UCCE), Session Initiation Protocol, Computer Telephony Integration (Cisco CTI), Interactive Voice Response (Avaya IVR), Google CCAI, Backend Data Retrieval, Call Queuing, Call Routing, Call Delivery with data passing to an Agent's desktop application (Screen Pop), Verint Call Recording, Nuance Voice Biometrics, Disaster Recovery Methods, and be familiar with Call Center operations and metrics. Experience in PEGA Workflow, Pega recommendation, Google GCP, Google CCAI, LLM Models, Adobe, and LiveChat are a plus. Experience with agile development methodologies, JS(ES6)/Jquery/ReactJS, JSON, RESTfulAPIs etc. Knowledge of modern Authentication mechanisms (such as JWT) Advanced knowledge of system relationships in enterprise-wide systems to lead groups of designers and architects in successful system initiatives and projects. This role will demand high standards and technical acumen along with strong attention to scalability and performance to build solutions that can sustain ultra-high volumes of traffic. This role will involve heavy collaboration with large functional teams across business, IT, and Data Scientist/Data Engineering to design solutions for business transformation use cases across the entire customer lifecycle. The resource will be expected to work independently and bring in technical expertise and thought leadership to drive best in class architecture and also alignment & adoption of solutions across the GTS group. The resource will be involved in the Discovery and prototyping of new technology for AI solutions. The resource must possess excellent written and verbal communication skills as they will be expected to conduct reviews, demos and presentations for C-suite and various business executives. Keywords: cprogramm artificial intelligence machine learning javascript information technology |
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| Mon Oct 23 19:15:00 UTC 2023 |