Job Description

Work Schedule


Second Shift (Afternoons) Environmental Conditions


Office


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
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This position will be based in Bangalore, India

Discover Impactful Work:
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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 -
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• 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
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• 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.