Solutions Architect; CRM​/CCaaS

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This range is provided by Optomi. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$75.00/hr - $85.00/hr

** Must be US Citizen or Green Card Holder. Cannot do C2C **

** W-2 Required **

Contract to Hire: 6-Months

100% Remote - EST hours

Our client is seeking a seasoned Solutions Architect to serve as a critical bridge between their CRM and Contact Center teams. They are in a unique position to design a unified and forward-looking customer experience. This role is a prime opportunity for an experienced architect to standardize, consolidate, and innovate across their Salesforce and CCaaS platforms, creating a seamless and powerful contact center ecosystem.

Key Responsibilities

• Strategic Architecture & Design: Design and lead the development of an agnostic architectural framework that integrates Salesforce Service Cloud and Service Cloud Voice with our CCaaS platforms.
• Platform Integration: Drive the technical strategy for integrating CCaaS solutions (such as Genesys, NICE, and Amazon Connect) with our CRM, with a specific focus on Service Cloud Voice to capture and utilize voice data.
• Consultation & Discovery: Act as a key consultant, working closely with internal engineering teams and external partners to define technical requirements and guide implementation strategy.
• AI and Analytics: Architect solutions that leverage Salesforce Einstein and other AI/ML features for next-best-action, call summarization, sentiment analysis, and predictive analytics.
• Workforce Management (WFM): Provide architectural expertise for our Workforce Management tools, ensuring seamless integration with CRM data to optimize resource planning and operations.
• Technical Communication: Effectively communicate complex technical requirements and architectural decisions to both technical teams and non-technical business leaders.

Required Qualifications

• Expertise in Salesforce Architecture: Deep knowledge of Salesforce, particularly Service Cloud and Service Cloud Voice.
• CCaaS Experience: Proven experience with Contact Center as a Service platforms, including Genesys, NICE CX1, or Amazon Connect.
• WFM & Omnichannel: A strong background in Workforce Management architecture, preferably with the NICE WFM tool, and a solid understanding of omnichannel strategies.
• AI & Analytics: Familiarity with AI features such as Salesforce Einstein, and a strong understanding of contact center analytics.
• Communication: Excellent communication skills, with the ability to convey complex ideas to a diverse audience of technical and non-technical stakeholders.
• Role Focus: Experience in architectural and consulting roles; this is not a hands-on development position.

Preferred Qualifications

• Experience with a variety of CCaaS platforms beyond Genesys and CX1.
• A strong functional understanding of the end-to-end customer experience.
• Familiarity with AI/ML use cases like call summarization and sentiment analysis.
• Prior experience in a leadership or team management capacity.
• Background in the automotive or similarly complex contact center industries.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Contract

• Job function
  
  Information Technology
• Industries Pharmaceutical Manufacturing

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