The ideal candidate should have robust 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
Robust 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