Contact Center Technical Solutions Expert

Design Verification & Technical Review Collaborate with the vendor to review, verify, and provide formal review report for solution architecture components including: Genesys platform setup and multichannel enablement CRM integration and data flows AI/NLP platforms (Kore.ai, OpenAI) for chatbots, automation, and others Cloud deployment (AWS, Azure) and security zones Network architecture, disaster recovery, and high availability CX and user journey , service catagleo, knowledge base ..etc Agents lapryo solutions systems, workforce management and so Integration ReadinessEnsure the Contact Center solution is designed for seamless integration with all relevant client and third-party systems.Work closely with vendors and internal teams to define and validate integration requirements, data flows, and interface specifications.Ensure integration designs support real-time data exchange, security protocols, and adherence to government interoperability standards.Support validation and testing of all integrations during system integration and UAT phases.Technical Governance and DocumentationReview and comment on technical design documents (HLD, LLD, APIs, data flows).Ensure traceability of business and technical requirements in all design outputs.Document architecture risks, assumptions, and required mitigation actions. Collaboration and ReportingServe as the client-side technical expert during all design-related vendor workshops.Escalate critical risks or non-compliance issues to the Program Manager.Provide structured feedback and contribute to overall project technical governance.