Call Center Technology Architect
Job Description & How to Apply Below
Black Stone eIT is seeking a talented and experienced Call Center Technology Architect to join our team. In this role, you will be responsible for designing and implementing cutting‑edge technology solutions that enhance our call center operations, improve customer interactions, and promote efficiency across the board. The ideal candidate will have a strong background in telecommunications, cloud solutions, and a deep understanding of customer service technologies.
Key Responsibilities- Architect and design technology solutions for call center operations, including telephony, CRM integration, and analytics tools
- Collaborate with stakeholders to gather requirements and transform them into scalable technology solutions
- Evaluate and recommend software, hardware, and infrastructure to support call center operations
- Lead the implementation of call center solutions, ensuring integration with existing systems and processes
- Monitor system performance and make recommendations for enhancements or changes to improve overall functionality and user experience
- Provide technical leadership and mentorship to team members, fostering a culture of innovation and continuous improvement
- Stay current with industry trends, emerging technologies, and best practices to ensure optimal system performance and customer satisfaction
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field
- 8+ years of experience in technology architecture, specifically within call center operations
- Proven experience designing and implementing telephony systems and customer engagement platforms
- Strong knowledge of call center technologies, including ACD, IVR, and predictive dialers
- Experience with cloud-based solutions and platforms such as AWS, Azure, or Google Cloud
- Proficiency in CRM systems such as Salesforce, Zendesk, or similar
- Strong understanding of integration technologies, including APIs, middleware, and data exchange standards
- Experience with analytics and reporting tools to drive operational insights
- Excellent problem-solving and analytical skills
- Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Leadership and mentoring abilities to guide technical teams
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