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