Job Description

When you join us at Thermo Fisher Scientific, you'll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

Location/Division Specific Information
This position will be based in Bangalore, India


Discover Impactful Work:
We are seeking an experienced and dynamic Contact Center Architect to join our team. As an Architect, you will play a pivotal role in designing, implementing, and optimizing contact-center solutions using Genesys, Amazon, Avaya, Verint and Salesforce technologies. Your expertise as a leader and people manager will also contribute to improving customer experiences, streamlining operations, and ensuring seamless communication across channels.


Qualifications -• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 8-10 years of proven experience, with a strong technical background in Contact Center technologies , specifically Genesys .
• Proficiency in Genesys CTI and Call Routing .
• Familiarity with cloud-based Contact-center solutions, including AWS Connect.
• Experience with Interaction Recording , Speech Analytics , and other Genesys components.
• Experience in leading a team of individuals and managing the team as people leader.
• Strong problem-solving skills and ability to translate business requirements into technical solutions.
• Excellent communication and teamwork skills.
• Relevant certifications in Genesys technologies are a must.


Responsibilities• Collaborate with multi-functional teams, including product managers, business analysts, software engineers, and customers, to define the product vision and roadmap for our Clients' CX Platforms.
• Design and architect advanced contact center solutions, with a primary focus on Genesys Cloud and Genesys Engage platforms.
• Evaluate new products, technologies, and industry trends to improve our contact center capabilities!
• Lead a team of high potential Contact center employees and manage the day-to-day work.
• Drive the performance evaluation, feedback process and individual development framework for rest of team members.
• Provide technical guidance and mentorship to development teams during solution implementation.
• Define routing strategies, call flows, and configuration settings to optimize contact center performance.
• Implement and configure Genesys components, including Interaction Recording, Speech Analytics, and CTI integrations.
• Collaborate with customer IT Architecture teams to design end-to-end solutions that align with business requirements.
• Ensure uninterrupted performance, reliability, and uptime of contact center environments for our business partners.
• Participate in solution roadmap sessions, finding opportunities for continuous improvements!
• Stay informed about industry best-practices and emerging technologies related to contact center architecture.