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Contact Center Lead/Architect at Cognizant

Posted in Information Technology 30+ days ago.

Type: Full-Time
Location: New York, New York





Job Description:

Cognizant Technology Solutions is currently seeking a highly skilled Telecom Lead who will be responsible for all Contact Center/Telecommunications project migrations, enhancements, including on prem contact centers, Home Agent solutions, overflow outsourced options, and voice flow options.

Are you ready to be a change-maker? At Cognizant, we believe those who challenge the way they work today will lead the way tomorrow!

Ability to work independently and remotely, with willingness travel for client engagements as needed.

 
Responsibilities:

•    Responsible for managing technical relationship with business units; evaluating requests and recommending priorities for both operational needs and projects engagements.

•    Responsible for Scope of Work development, budgetary efficiency, and project timelines for all telecommunication projects.

•    Technical Lead for all Contact Center/Telecommunications project migrations, enhancements, including on prem contact centers, Home Agent solutions, overflow outsourced options, and voice flow options.

•    Responsible for the design, migration, and implementation of Call Routing, Contact Center Skill layout, CTI Screen Pops, Call Recording, and Real-time Reporting.

•    Manage all Company Telecommunications equipment from standard Corporate Communications and Cellular devices to Contact Center solutions

•    Provide day to day and project direction for telecom technicians and vendors.

•    Product Owner for Voice Network.

•    Product Owner for contact routing, CTI, call recording, and softphones applications.

•    Subject Matter expert for all voice and contact center related solutions.

•    Responsible for production deployments and post deployment triage.

•    As Product Owner, responsible for team direction, deliverables, efficiencies and quality.

Required Skills/Qualifications:

•    Minimum 12+ years of IT Infrastructure experience managing, operating, and supporting Voice and Networking services with a strong focus on IP networking technologies supporting voice.

•    Minimum 8+ years’ experience with call components like CTI servers, call recording systems, routing engines, Interactive Voice Response (IVR) and workforce management solutions.

•    Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centers / contact center key metrics within each and what it takes to grow from a call center to contact center.

•    Experience as a Contact Center solutions engineer, well versed in multi-channel technologies and telephony platforms, with an emphasis on holistic integration of these technologies with CRM solutions.

•    Experience planning and coordinating contact center migrations.

•    Extensive experience with traditional enterprise contact center systems, such as at least one of the following:

•    Avaya Communications Manager and Session Manager

•    Genesis Enterprise contact center solutions &  Cloud Contact Center solutions

•    Extensive experience with IVR, VOIP, PBX, Verint, Call routing, Performance monitoring and process improvements.

•    Strong knowledge of session management protocols such as SIP or H.323.

•    Proven technical guidance in call center software development activities coordinating strategies to ensure technologies are interconnected and working smoothly.

•    Strong experience building integrated Contact Center workflows or applications.

•    Expert understanding of CTI and Contact Center API’s

•    Experience with testing CTI / Contact Center applications

 
Preferred Skills/Qualification:

•    Experience as a Contact Center solutions engineer

•    Extensive experience with IVR, VOIP, PBX, Verint, Call routing, Performance monitoring and process improvements. 

•    AVAYA, Genesis, Verint (BPO Telecom) exposure.



Home office setup (network, phone, etc.) Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.

If you are comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you.

#LI-FA1

 



 





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