Principal Architect

🕒 April 2

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Lead business and technical requirement discussions and translate them into scalable CCaaS architectures. • Own end-to-end solution delivery including design, configuration, testing, deployment, and rollout. • Serve as the primary technical authority across multiple concurrent initiatives. • Provide technical leadership, code reviews, governance, and quality assurance. • Guide customers on best practices related to performance, scalability, security, and reliability. • Design and deploy Five9 solutions including VCC Core, outbound campaigns, and dialing strategies. • Develop IVR/IVA solutions with complex call flows, variables, and scripting. • Implement Workforce Automation (WFA) and AI-driven capabilities. • Configure dashboards, reporting, and supervisor tools. • Architect and implement integrations with CRM/ITSM systems using APIs and webhooks. • Implement identity and authentication solutions (SSO, SAML, OAuth). • Troubleshoot complex issues across application, network, cloud, and telecom layers. • Collaborate with project managers for estimation, risk management, and timely delivery. • Lead and mentor team members to enhance technical capabilities and delivery quality. • Deliver client presentations, demos, and solution recommendations.

🎯 Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or related field (preferred). • 8+ years of experience in Contact Center/CCaaS Professional Services. • 5+ years of hands-on architecture experience with Five9 platform. • 5+ years of development experience in web and integration technologies. • 3+ years of experience integrating CRM/ITSM platforms. • Strong experience in enterprise-level solution design and implementation. • Proven expertise in troubleshooting and delivering customer-facing solutions.

🏖️ Benefits

• Health insurance • Paid time off • Professional development • Flexible work arrangements