JOB DESCRIPTION

Technical Architect – Renuity Sales Command Center Transformation

Position Details

Location: Offshore but available up until 10:30 pm IST
Type: Full time, 12‑month program with potential extension
Travel: Rarely but open to travel to pilot and other contact center locations

About The Program

Zensar is transforming contact center operations into a unified Renuity Sales Command Center. This multi‑phase initiative includes process homogenization, AI/automation deployment, telephony modernization, and scaling of a Command Center Lite pilot to multiple centers.

Role Overview

The Technical Architect serves as the end‑to‑end technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.

Key Outcomes

Delivery of BRD and future‑state technical blueprint
Completion of quick‑wins integration roadmap
Successful box‑testing of high‑value workflows
Scalable architecture deployed across multiple centers
Provision/configure Voice AI & SMS AI using Five9/WFA




Successful Development/Unit Testing/Integration & UAT testing of all Five9/WFA use cases

Responsibilities

Own the end ‑ to ‑ end architecture across CRM, LP, Five9/WFA, WFM, analytics, and AI layers
Design API catalog, data model, and integration patterns
Lead orchestration architecture for omnichannel outreach (voice/SMS/email/NBA)
Collaborate with Data Science on LQS operationalization
Guide pilot box‑testing, stabilization, and measurement readiness
Support rollout of AI Assist, Auto QA, Voice/Email AI agents
Align dialer strategy with WFM forecast/scheduling models
Provision/configure Five9 Workflow Automation (WFA) to connect client Five9 Intelligent Cloud Contact Center to other business systems by aggregating information, providing comprehensive views of data and performance, and automating sophisticated, cross-platform workflows
Connect Five9 WFA using out of the box pre-built connections to aggregate data r

📌 Technical Architect Offshore (Pune)
🏢 Zensar Technologies
📍 Pune