Architect​/Lead Fort Mill, SC

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 by a 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 organizations unlock the value of technology and build a more sustainable, more inclusive world.

• Design & Development
  • Architect, design, and maintain NICE InContact solutions including IVR, ACD, Campaigns, Teams, and Routing strategies.
  • Build and automate call center workflows, including writing call flows, prompts, and scripts.
  • Ensure adherence to SDLC processes for all development and deployment activities.
• Integration & Automation
  • Develop and maintain APIs, middleware, and ETL jobs for system integrations.
  • Implement automation for user provisioning, skill assignment, and policy management.
• System Health & Performance
  • Monitor system health, troubleshoot issues, and optimize performance.
  • Ensure observability, logging, and proactive alerting for all critical components.

• Cloud & Infrastructure
  • AWS – Strong experience, including exposure to Generative LLM technologies.
  • Networking concepts and protocols such as WebRTC for voice and video.
• Contact Center Technologies
  • NICE InContact platform – IVR, ACD, Skills, Campaigns, and Workforce Management.
  • Nexidia Speech Analytics – Implementation and optimization.
  • Workforce Management (WFM) – Scheduling, forecasting, and intraday adjustments.
  • Quality Management – Familiarity with tools like Quality Central.
• AI & NLU
  • Natural Language Understanding (NLU) – Specifically Ophelia.
  • Conversational AI and ASR tuning for improved customer experience.
• CRM & Omnichannel
  • Integration with Salesforce and Dynamics.
  • Development of Click-to-Call and Chat channels ensuring omnichannel experience.
• Development Skills
  • Full-stack development (Front-end and Back-end).
  • Strong knowledge of SQL databases and data modeling.
  • Experience with Postman for API testing and validation.
  • Ability to build applications such as Multi-Factor Authentication and Embedded Agent Workflows.

Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications. Applies scientific methods to analyse and solve software engineering problems. Responsible for the development and application of software engineering practice and knowledge, in research, design, development and maintenance. Requires original thought, judgment, and supervisory ability. Collaborates and acts as team player with other engineers and stakeholders.

• 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
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Disaster Relief

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.

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