Principal Architect - Zoom

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Zoom Contact Center Solutions Architect is responsible for the overall design, development, testing and delivery of the Zoom Contact Center software platform. This is a hands-on, highly technical role for resources skilled in both business and technical consulting experience. You will be tasked to design and implement the Zoom Contact Center software. Technical experience with various call center technologies including Zoom Contact Center, IVR/ACD, VoIP, Email, SMS, and Chat systems will be required. Key responsibilities include all tiers of the technology, including (but not limited to) design and development of our products and features, unit testing, code reviews, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment utilizing agile or waterfall development processes.

What You'll Be Doing

• Overall subject matter expert for all external and internal thought leader within the Zoom Contact Center CX transformation, Process Automation Digital Transformation, and Omnichannel technologies. 

• Influences opportunity strategy to incorporate the right technologies.

• Exercises wide latitude in determining objectives and approaches to client engagements.

• Designing, configuring and deploying Zoom Contact Center, WFM, QM, and AI solutions in customer environments

• Design and Implement high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation

• Implement high-complexity projects with multiple dependencies, proactively managing risk and ensuring solution quality through structured testing and validation

• Lead a team of TTEC Digital project developers to enhance and improve software written in one or more of the following languages: Java, C#, ASP.NET

• Work with system analysis and project management for the successful completion of a project.

• Works on issues that impact design/selling success, future concepts, and product offerings. 

• Deliver high-quality software on time.

• Lead meetings and training as required.

What You'll Bring to the Role

• Bachelor’s degree in computer science, IT, or engineering preferred.

• Experience with enterprise level CCaaS architecture for complex business needs.

• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.

• 5 or more years’ experience in Zoom Contact Center and UC environments.

• 3 or more years of software development, to include design, custom and common coding (JavaScript, Python, Java, C++), and testing of real time systems.

• 3-5 years of ASP/.NET experience (C#, VS.Net, XML, Web Services, etc.)

• Knowledge of SIP Protocol, RESTful APIs, WebRTC, and modern SSO/identity management technologies

• Experience configuring SBCs, SIP trunks, voice gateways, and cloud telephony integrations

• Experience with CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow or Zendesk)

• Existing knowledge and/or industry certifications for Zoom Contact Center and process automation technologies

• Ability to mentor Software Engineers and junior staff

• Create new code and testing solutions for projects.

• Experience with Conversational AI platforms highly desired

• Network infrastructure experience.

• Experience creating and presenting to executive level stakeholders (technical and non-technical).  

$175,000 - $190,000 a year

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Please note: We are only accepting applications from candidates residing in Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Virginia, DC, Wisconsin and Wyoming.

This position is eligible to participate in an annual incentive program. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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