Solutions Architect - Agent Desktop

Solutions Architect - Agent Desktop (Chicago, IL) We are looking for a talented Solutions Architect to join one of our top commercial partners. The ideal candidate will be highly skilled and hands‑on, with deep expertise in customer service and contact center platforms, specifically with Cisco technologies. They should have a proven track record of building and supporting contact center solutions using platforms like Salesforce and Microsoft Dynamics, and be able to provide strategic insights into technology selection and architecture that align with business needs and future goals.

SOLUTIONS ARCHITECT REQUIREMENTS

5+ years of Solutions Architect experience, focused on contact center platforms and customer service technologies. Strong hands‑on experience with Cisco technologies and building/supporting contact center solutions using Salesforce and Microsoft Dynamics. Proven track record of building Salesforce and/or Microsoft Dynamics platforms to support contact center operations. Ability to evaluate and recommend technology stack selections and deployments. Ability to architect and build end‑to‑end solutions, from platform selection and design through deployment and post‑implementation support. Experience designing and building agent desktop solutions that enhance user experience for contact center agents, ensuring high productivity and effective case management. Excellent verbal and written communication skills, capable of explaining technical concepts clearly and concisely to stakeholders at all organizational levels. Proven ability to collaborate with technical teams, business leaders, and senior executives to align on project vision, technical solutions, and strategic objectives. Bonus Skills Experience with Sprinklr and building agent desktop solutions. Airline industry experience.

SOLUTIONS ARCHITECT RESPONSIBILITIES

Lead the selection process for contact center technologies, providing expert recommendations and guidance on platform choices, focusing on Salesforce, Microsoft Dynamics, and Cisco solutions, and build comprehensive solutions aligned with business goals and technical requirements. Architect and implement end‑to‑end contact center solutions, including integrations with third‑party tools and technologies, ensuring enhanced customer experience, agent productivity, and operational efficiency. Leverage deep experience with Salesforce and Microsoft Dynamics to build and customize contact center platforms, providing technical direction for implementations and upgrades in line with industry best practices and business needs. Design and implement intuitive and effective agent desktop solutions that optimize agent performance, enabling seamless workflows and efficient case management within the contact center environment. Produce comprehensive documentation, including architecture diagrams, design specifications, and integration details, ensuring clarity, detail, and alignment with delivery milestones. Work closely with cross‑functional teams—business stakeholders, technical teams, and senior leadership—to provide strategic insights into future technology stacks and industry trends, keeping solutions forward‑thinking and adaptable to future needs. Actively engage in the technical implementation of contact center solutions, ensuring quality and accuracy of deployment and addressing any issues that arise during the process. #J-18808-Ljbffr CeDent