Hiring for Contact Center Solution Architect - PAN INDIA

Dear Professional

Greetings from Tata Consultancy Services (TCS)

TCS has always been in the spotlight for being adept in “the next big technologies”. What we can offer you is a space to explore varied technologies and quench your techie soul.

What we are looking for : Contact Center Solution Architect

Interview Mode : Virtual mode (Microsoft Teams)

Job location : PAN INDIA

Experience : 14+ Years

Job Description

Responsibilities:

• Contribute to Solutioning, RFI/RFP responses with architecture input and competitive positioning.

• Lead the architecture, design, and delivery of enterprise-grade contact center solutions across cloud and hybrid environments (e.g., Genesys, Cisco, Amazon Connect, NICE, Five9, Talkdesk etc.).

• Define and Design strategy and best practices of customized Contact Center architecture and solution.

• Collaborate with sales teams & customer to understand requirements and propose tailored solutions.

• Leads technical discovery sessions and translate business requirements into solution architectures.

• Design end-to-end contact center solutions including voice, chat, email, social, AI/ML, bots, IVR, WFM, Analytics, Voice & screen Recording etc.

• Integrate third-party systems (CRMs, ERPs, AI engines) with contact center platforms leveraging APIs and integration methodology, development and scripting.

• To provide scalable and secure solution aligned with industry best practices.

• Create technical documentation, solution diagram, BOMs and SOWs

• Evaluate and select contact center technologies and vendors; drive proof-of-concept and pilot initiatives.

• Work closely with product, engineering, and delivery team to ensure successful implementation.

• Serve as technical advisor to clients throughout the sales and implementation process.

• Engage with customers to understand business challenges and map to contact center capabilities.

• Orchestrate and lead transformation projects to next-gen cloud contact centers (e.g., Genesys, Amazon, NICE, Five9, Talkdesk, Cisco etc.).

Essential:

• Expertise of leading contact center platforms (Genesys, NICE CxOne, Cisco, Avaya, Amazon Connect, Talkdesk, Five9 etc.)

• Strong understanding of CRMs, APIs, Scripting and other 3rd party applications integration with contact center.

• Exposure to Agile/DevOps environments/AI,Gen AI/Agentic AI

• Familiarity with regulatory compliance frameworks such as PCI-DSS, HIPAA, and GDPR.

• Excellent presentation, communication, and stakeholder management skills.

Regards,

Prashaanthini

Human Resources-Talent Acquisition Group

Website: http://tcs.com

Industries:Architecture & Planning, Computer Software, Information Technology & Services