The ideal candidate should have strong experience with Contact Center technologies, Omnichannel services and Contact Center add-on applications such as Workforce Management (WFM), Call Recording, Email and Chat integration.

Key Responsibilities
- Design, support and manage enterprise Contact Center solutions and platforms.
- Work with multiple communication channels including Voice, Microsoft Teams, SMS, Email and Chat.
- Design and support integration of Contact Center platforms with WFM, Call Recording and other add-on applications.
- Translate business requirements into technical and system specifications.
- Define solution architecture, application designs, technical blueprints and low-level designs.
- Identify logical modules, services, dependencies and integration points required for the solution.
- Support development teams and vendors in understanding technical and architectural requirements.
- Support Cloud/SaaS-based Contact Center platforms and cloud infrastructure operations.
- Contribute to infrastructure and network optimization related to Contact Center environments.




- Coordinate with vendors and stakeholders to resolve technical and operational issues.
- Follow SOA / service-oriented architecture and enterprise architecture principles.

Required Technical Skills
- Strong experience in Contact Center / Contact Centre technologies.
- Experience with Omnichannel Contact Center solutions.
- Experience with Voice, Microsoft Teams, SMS, Email and Chat integrations.
- Hands-on experience with one or more Contact Center add-on applications:
- Workforce Management (WFM)
- Call Recording
- Quality Management
- Email / Chat integration
- Omnichannel integration
- Experience in Contact Center solution / technical architecture.
- Understanding of SaaS and Cloud-based solutions.
- Positive understanding of system integration, APIs, services and application dependencies.
- Experience in solution design and low-level technical design.
- Knowledge of SOA / Service-Orien

📌 Contact Center Architect (Pune)
🏢 Navlakha Management Services
📍 Pune