IVR Solutions Architect

Join Tata Consultancy Services to architect innovative IVR and Contact Centre solutions. This role emphasizes cloud-based systems and enhancing customer interactions for leading organizations.

As an IVR Solutions Architect at TCS, your focus will be on defining scalable contact centre solutions that integrate seamlessly with various platforms. Your responsibilities include leading cross-functional workshops and leveraging your technical expertise in Salesforce and Amazon Connect. You will design robust routing and monitoring capabilities that enhance operational efficiency.

Key Responsibilities:

• Architect scalable IVR and cloud solutions

• Lead discovery workshops with stakeholders to analyze needs

• Design integration frameworks with Mule Soft for enhanced data flow

• Develop routing strategies and SLA alignment reports

• Support modernization and performance improvement initiatives

Requirements:

• Proven experience in IVR and contact centre architecture

• Strong background in Salesforce Service Cloud Voice

• Knowledge of Amazon Connect integrations

• Proficient in API design and Mule Soft

• Experience with performance monitoring and observability

Bring your IVR architecture skills to TCS and drive advancements in customer engagement.
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