Job Description

• You will manage project initiatives, address digital transformation goals and business priorities

• You will work directly with Clients so working with people should be second nature

• You will also roll up your sleeves often so be prepared dive headfirst into the code to help the development team with complex problems

• You will work autonomously as well as with a team of engineers, sales folks, Clients and other industry leaders

• Build actionable and achievable CCaaS transformation plans including specifying legacy system changes needed or recommended

• Build toolsets to augment CCaaS vendor capabilities (testing, code-reuse, etc..)

• Serve as escalation point on client testing and troubleshooting as required

• Lead RCA activities as required to resolve delivery or production issues

• Create and lead executive sales and delivery discussions including the creation of PPTs or other required facilitation documents

• Lead POC activities as required for sales or project deliveries

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Skills and Requirements

• Ability to travel up to 30%

• Bachelor's degree in computer science, IT, or engineering

• 10+ years' experience in Contact Center and UC environments

• 5 or more years of experience with software architecture and design within CCaaS systems

• Defining overall CCaaS architectures including (but not limited to) networks, WFM, quality, AI tools, ACD, CRM Integration and IVR

• Ability to create designs that leverage legacy/on-premises solutions and CCaaS systems

• Experience with on premise to Cloud migration and the technical challenges and implications

• Enterprise migration experience (1,000+ agent seats)

• Contact) platform experience (CXone Architect level is required)

• Enterprise ACD, CTI and IVR experience

• API integrations and Web service experience

• SIP services / VoIP experience to include troubleshooting

• Hands on experience with coding languages such as JavaScript, Python, Java, C++, willing to still roll up sleeve and dive into the code as needed and lead code reviews null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.