Senior Solutions Architect

• Location: Portland, Oregon
• Type: Contract
• Job #7653

Overview:

ACS Professional Staffing is looking for an employee to work hybrid with our client.The Senior Solutions Architect will be a key player in designing, building, and improving contact center solutions for clients. This involves creating the technical blueprint for the entire system, including applications, data, and technology, to address contact center operation challenges.This role will also research and develop specifications for new contact center features and services, helping shape the future technology roadmap. This full-time position is located in Portland, OR.

Responsibilities:

• Solution Design: Design end-to-end contact center solutions based on client requirements, industry best practices, and emerging technologies.
• Technical Leadership: Provide technical leadership and guidance to teams, including managed services vendors.
• Requirements Analysis: Collaborate with application administrators and stakeholders to gather and analyze business requirements, translating them into technical solutions and architecture designs.
• Technology Evaluation: Evaluate and recommend contact center technologies, platforms, and tools that align with business goals, customer needs, and industry standards.
• Integration and Customization: Define integration strategies and oversee the integration of contact center solutions with CRM systems, IVA systems, and other enterprise applications.
• Performance Optimization: Optimize contact center performance by identifying bottlenecks, optimizing workflows, and implementing performance tuning strategies.
• Security and Compliance: Ensure contact center solutions comply with security standards, data protection regulations, and industry best practices for information security and privacy.
• Documentation and Training: Create technical documentation, architecture diagrams, and training materials for internal teams and clients on contact center solutions and best practices.
• Continuous Improvement: Stay updated with the latest trends, technologies, and innovations in contact center solutions, recommending enhancements and improvements to existing systems and processes.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field; Master's degree is a plus.
• 5+ years of related experience
• Proven experience as a Solution Architect or Technical Lead with a focus on contact center solutions.
• Strong knowledge of contact center technologies, including IVR systems, ACD systems, CTI integrations, workforce management, and reporting/analytics tools.
• Experience with contact center platforms such as Cisco, or similar.
• Proficiency in cloud-based contact center solutions, such as Cisco Cloud, AWS Connect, Twilio Flex, or Genesys Cloud.
• Expertise in designing scalable and resilient architectures, including high availability, disaster recovery, and load balancing.
• Cisco Certified Solutions Architect, AWS Certified Solutions Architect, Genesys Certified Architect, or similar are a plus.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work collaboratively in a cross-functional team environment and lead technical discussions and workshops.

Work sponsorship is not available at this time. Third-party candidates will not be considered for this position.
Because we are a federal government contractor, we have special restrictions placed on us for hiring foreign nationals into certain key positions within the company. This particular position requires U.S. citizenship.

ACS Professional Staffing will provide equal employment opportunities to all applicants without regard to the applicant's race, color, religion, sex, gender, genetic information, national origin, age, veteran status, disability status, or any other status protected by federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.

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If you have any questions about our Reasonable Accommodation Policy, please feel free to email