Solutions Architect - Agent Desktop; Chicago, IL

Solutions Architect - Agent Desktop (Chicago, IL)

We are looking for a talented Solutions Architect to join one of our top commercial partners. We are looking for someone highly skilled and hands-on with deep expertise in customer service and contact center platforms, specifically with Cisco technologies. The ideal candidate will have a proven track record of building and supporting contact center solutions using platforms like Salesforce and Microsoft Dynamics.

They should be able to provide strategic insights into technology selection and can architect solutions that align with business needs and future goals.

• 5+ years of Solutions Architect experience, with a focus on contact center platforms and customer service technologies
• Strong hands-on experience with Cisco technologies and experience building and supporting contact center solutions using Salesforce and MS Dynamics
• Proven track record of building Salesforce and/or MS Dynamics platforms to support contact center operations
• Ability to evaluate and provide strategic recommendations for technology stack selection and deployment
• Ability to architect and build solutions from the ground up, working through the full lifecycle from platform selection and design to deployment and post-implementation support
• Experience designing and building agent desktop solutions that enhance the user experience for contact center agents, ensuring high productivity and effective case management
• Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and concise manner to stakeholders at all levels of the organization
• Proven ability to work with a variety of stakeholders, including technical teams, business leaders, and senior executives, to ensure alignment on the project vision, technical solutions, and strategic objectives

• Experience with Sprinklr and building agent desktop solutions
• Airline experience

• Lead the selection process for contact center technologies, providing expert recommendations and guidance on platform choices, specifically focusing on Salesforce, Microsoft Dynamics, and Cisco solutions. Build comprehensive solutions around the selected platforms that align with business goals and technical requirements.
• Architect and implement end-to-end contact center solutions, including integrations with third-party tools and technologies. Ensure that the solution enhances customer experience, agent productivity, and operational efficiency.
• Leverage in-depth experience with Salesforce and Microsoft Dynamics to build and customize contact center platforms. Provide technical direction for platform implementations and upgrades, ensuring alignment with industry best practices and business requirements.
• Design and implement intuitive and effective agent desktop solutions that optimize agent performance, enabling seamless workflows and efficient case management within the contact center environment.
• Produce comprehensive documentation, including architecture diagrams, design specifications, and integration details. Ensure that all technical documentation is clear, detailed, and aligned with solution delivery milestones.
• Work closely with cross-functional teams, including business stakeholders, technical teams, and senior leadership. Provide strategic insights into future technology stacks and industry trends, ensuring that solutions remain forward-thinking and adaptable to future needs.
• Actively engage in the technical implementation of contact center solutions, ensuring the quality and accuracy of the deployment and addressing any issues that arise during the process.