Solution Architect (NJUS)

Job Description:

Purpose of Position

The Solutions Architect is responsible for designing and deploying customer experience solutions within large-scale contact center environments. This role will leverage expertise in contact center technologies, CRM integrations, and cloud platforms to architect efficient, scalable solutions across multiple communication channels and countries. The ideal candidate will demonstrate a balance of creativity and technical expertise, ensuring the delivery of complex voice and data communication solutions that meet requirements and compliance standards. This role is crucial for driving design, gathering requirements, fostering innovation, improving customer experiences, and ensuring smooth operations with maximum efficiency.

Tasks and Responsibilities

Tasks and Responsibilities
Design and implement API strategies for integrating customer experience solutions, including CRM, ERP, and other 3rd party applications.
Integration with MS Teams and Genesys Cloud
Architect and deploy enterprise-scale (10,000+ agents) contact center platforms across multiple regions, ensuring integration with voice, chat, SMS, and email channels.
Lead migration efforts from on-premise toCCaaS platforms solutions, with a focus on Genesys Cloud.
Collaborate with cross-functional teams to ensure technical design meets business needs and regulatory compliance.
Plan, scope, size, architect, design, prototype and engineer Genesys framework components
Provide hands-on technical expertise and guidance on cloud-based telecom applications, ensuring performance, reliability, and security.
Drive the adoption of conversational AI platforms (AWS Lex, Google CCAI, Kore.ai) in enterprise contact center solutions.
Maintain detailed technical documentation and manage configuration changes via internal systems.
Continuously drive innovation through the development of CX Cloud blueprints and accelerators
Work closely with Project Management to ensure projects are delivered on time and within scope, including addressing out-of-scope requests and coordinating change orders.

Education

Bachelor's in Computer Engineering or Computer Science

Certifications and Licenses

Years of Experience

6-8 years of experience

Core Competencies

Adaptability

Collaboration

Curiosity

Service-Oriented

Strives for Positive Results

Knowledge, Skills, Abilities and Other (KSAOs)

Ability to build and maintain strong business relationships with clients and vendors.
High level of technical expertise in cloud-based telecom applications and contact center technologies.
Strong leadership, project management, and organizational skills.
Effective at providing guidance and support to junior team members.
Ability to handle multiple projects simultaneously, ensuring timely completion and client satisfaction.
Able to work in an Agile delivery environment with daily stand-up scrum calls

Job Ident #: 13925-en_US

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/

Beginning as the first private jet charter and management company, NetJets has led the industry for 57 years. In 1986, they debuted the revolutionary concept of shared ownership. This allows individuals and companies to buy a share of a private business...

Benefits:
As the worldwide leader in private aviation, NetJets strives to create exceptional experiences—that includes the benefits we offer our teams.

Employees have free coverage for Medical, Dental, and Vision benefits, with access to a vast network of nationwide providers. NetJets strives to LIVEWELL and that means taking care of all aspects of your Mind, Body, and Life through our benefit and discount programs.

Our comprehensive suite of benefits include:
Medical, Dental, and Vision
Healthcare advocacy
Employee Assistance Program
Flexible Spending Accounts
Health Savings Account with employer contribution
Wellness Programs
Paid Time Off
Life and Accident Insurance
Voluntary benefits
Generous 401(k) Retirement Plan company match
Short-Term Disability
Long-Term Disability
Legal Plan
Family support resources
A career at NetJets is the whole (benefits) package.

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Job Info

Location

Columbus, Ohio, United States

Type

Permanent

Company Details

NetJets

4111 Bridgeway Ave
Columbus, Ohio 43219 USA
careers.netjets.com/