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 Readiness

o Ensure the Contact Center solution is designed for seamless integration with all relevant client and third-party systems.

o Work closely with vendors and internal teams to define and validate integration requirements, data flows, and interface specifications.

o Ensure integration designs support real-time data exchange, security protocols, and adherence to government interoperability standards.

o Support validation and testing of all integrations during system integration and UAT phases.

Technical Governance and Documentation

o Review and comment on technical design documents (HLD, LLD, APIs, data flows).

o Ensure traceability of business and technical requirements in all design outputs.

o Document architecture risks, assumptions, and required mitigation actions.

Collaboration and Reporting

o Serve as the client-side technical expert during all design-related vendor workshops.

o Escalate critical risks or non-compliance issues to the Program Manager.

o Provide structured feedback and contribute to overall project technical governance.