Senior CCaaS & AI Solutions Architect
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We are seeking a Senior CCaaS & AI Solutions Architect to join our team at Datacom. This role will focus on designing and implementing contact centre as a service (CCaaS) solutions integrated with artificial intelligence capabilities.
As a Senior CCaaS & AI Solutions Architect, you will work with our customers to transform their customer experience through innovative contact centre technologies and AI-driven automation. You will be responsible for architecting enterprise-scale solutions that leverage cloud platforms and emerging AI technologies to enhance customer engagement and operational efficiency.
This role requires deep technical expertise in contact centre technologies, cloud platforms, and artificial intelligence, combined with the ability to translate business requirements into robust technical solutions. You will collaborate with cross-functional teams including sales, delivery, and customer success to ensure successful implementation and adoption of CCaaS and AI solutions.
Key responsibilities include:
- Design end-to-end CCaaS and AI-powered contact centre solutions
- Architect integrations between contact centre platforms and AI services
- Lead technical pre-sales activities and solution design workshops
- Develop solution architectures that align with customer business objectives
- Provide technical leadership and guidance to delivery teams
- Stay current with emerging CCaaS and AI technologies
- Collaborate with vendor partners on solution design and innovation
Required qualifications and experience:
- Extensive experience in contact centre solutions architecture
- Strong knowledge of CCaaS platforms and technologies
- Experience with AI and machine learning integration in customer experience applications
- Cloud platform expertise (Azure, AWS, or Google Cloud)
- Understanding of CRM systems and customer engagement platforms
- Excellent communication and stakeholder management skills
- Relevant technical certifications in cloud and contact centre technologies
Join Datacom and help shape the future of customer experience through innovative CCaaS and AI solutions.