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- IVR call flow automation
- Agent desktop automation
- Routing and Skill ID validation
- CRM screen-pop validation
- Survey and DTMF automation
- Multi-agent transfer scenarios
- Evidence generation and reporting
- Customer-ready architecture documentation
Essential:
Key Responsibilities
Architecture & Solution Design
- Own the overall automation solution architecture.
- Define end-to-end automation flow across Cyara, CXone, Dynamics and reporting.
- Define system interaction patterns, integration approach, APIs and fallback mechanisms.
- Review and approve detailed design documents and technical solutions.
- Ensure architecture aligns with Ford standards and constraints.
Integration Ownership
- Define integration approach for:
- Cyara / LLM
- NICE CXone
- Microsoft Dynamics 365 CX Hub
- Reporting and evidence platforms
- Review API strategy and fallback approaches.
- Resolve interface and dependency challenges across platforms.
- Lead technical workshops with Ford SMEs.
- Clarify open items, assumptions and dependencies.
- Present architecture, design decisions and risks.
- Support customer reviews and design sign-offs.
Delivery Leadership
- Review deliverables produced by engineering teams.
- Drive issue resolution during build, integration and testing.
- Support stabilization, UAT and production readiness.
- Ensure agreed scope is delivered successfully.
Minimum Qualification:
- 15 years of full-time education
- Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)
- Seniority Level Mid-Senior level