Software Application Architect-Hybrid

$100,000 - $115,000/Yr

Bright Horizons - Newton, MA

Full-time - Senior

Newton, MA

Social Assistance

About the position

The Software Application Architect at Bright Horizons Family Solutions is responsible for leading the technical planning and architecture development of contact center as a software (CCaaS) solutions. This role involves collaborating with contact center leadership to define business requirements, designing call flow solutions, and integrating various systems to optimize contact center operations. The architect will also troubleshoot issues, conduct root cause analysis, and ensure effective communication between business leaders and technical teams.

Responsibilities

• Serve as the contact center expert for CCaaS capabilities and implementation.
• Perform technical planning, architecture development, and modification of specifications.
• Be responsible for voice, chat, email, and SMS text routing.
• Develop and support CCaaS functionalities such as call flow design and CRM integration.
• Troubleshoot and resolve system issues, conducting root cause analysis.
• Liaison with vendor technical support and communicate effectively with contact center leadership.
• Collaborate with stakeholders during discovery sessions to understand and define business requirements.
• Translate business requirements into call flow designs that enhance customer experience.
• Drive decision-making processes for call center design, implementation, and support.
• Design and deliver new CCaaS platform features and functionality.
• Recommend technology, policies, or processes that would benefit the organization.
• Participate in technical evaluations of vendor software and leverage new releases.
• Design, develop, and implement CCaaS solutions that optimize contact center operations.
• Integrate CCaaS with other contact center systems like Salesforce and ServiceNow.
• Resolve integration and interface issues between various applications or systems.
• Serve as a communication bridge between business leaders and technical teams.
• Continuously review existing CCaaS design and propose new technical architectures.
• Stay updated on the latest CCaaS platform developments and ensure documentation is current.
• Participate in regular status meetings with contact center leadership.

Requirements

• High school diploma or GED equivalent - Required
• Associate or bachelor's degree in a technical field - Preferred
• 3 years in contact center operations - Required
• 5+ years demonstrated hands-on architect experience - Required
• Experience with CCaaS technology or a cloud-based telephony system (Genesys Cloud Preferred) - Required
• 3+ years hands-on experience integrating CCaaS systems with CRM solutions like Salesforce, MSDynamics, etc. - Required
• Genesys Cloud CX: Professional Certification (GCX-GCP) - Required
• Hands-on experience within telecommunications integrating multiple channels into a CCaaS platform - Required
• Demonstrated experience effectively utilizing contact center software applications - Required
• Knowledge of API protocols, API design, and software development - Required
• Proficiency monitoring, troubleshooting, and resolving CCaaS and telecom service issues - Required
• Excellent analytical, communication, organizational, and critical thinking skills - Required

Nice-to-haves

• Genesys Cloud CX: Developer (GCX-GCD), Architect (GCX-ARC), and/or Scripting (GCX-SCR) Certification - Preferred

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance
• Career development