Capgemini Holding - Radnor, PA
posted 4 days ago
About the position
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. We are looking for a seasoned Enterprise Architect to lead the design and implementation of a Contact Center Agent Assist platform using AWS Full Stack technologies. The position involves leveraging AI/ML, cloud infrastructure, and full-stack development to optimize agent performance, enhance business communications, and integrate seamlessly with contact center systems. The goal is to improve agent efficiency and customer service experiences, driving operational excellence.
Responsibilities
- Develop scalable, secure Agent Assist platforms using AWS services (Lambda, API Gateway, DynamoDB).
- Implement AI-driven models for real-time agent assistance, NLP, and intelligent call routing to improve agent-customer interactions.
- Oversee development in Node.js, Angular, Python, focusing on enhancing agent workflows and communication channels.
- Collaborate with stakeholders to align designs with business needs, ensuring seamless integration across multiple communication channels (voice, chat, email, etc.).
- Optimize systems for high availability in high-volume contact centers, ensuring compliance with industry regulations like GDPR and PCI-DSS.
Requirements
- 10+ years of experience in enterprise architecture, with a focus on cloud solutions and contact center technologies.
- 5+ years of experience with AWS Full Stack services, AI/ML integration for agent assistance, and microservices.
- Proficiency in Node.js, Angular, Python for full-stack development and AWS services (Lambda, ECS, DynamoDB).
- Experience with contact center platforms such as Kore.ai and business communication tools.
- Strong expertise in cloud security and data privacy in contact centers.
Benefits
- Flexible work
- Healthcare including dental, vision, mental health, and well-being programs
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan
- Paid time off and paid holidays
- Paid parental leave
- Family building benefits like adoption assistance, surrogacy, and cryopreservation
- Social well-being benefits like subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
- Employee Resource Groups
- Disaster Relief
