Position Summary
This position is for a dynamic CX Architect with a strong focus on Cisco technologies.
As a leading technology integrator, Waterfield Technologies is dedicated to helping our clients transform their legacy contact center technologies into cutting-edge digital powerhouses. We operate at the intersection of customer experience and AI, delivering mission-critical IVR applications and solutions primarily on Cisco, Avaya, Genesys, Five9, and Zoom platforms. Our solutions extend to conversational Intelligent Virtual Agents, automating phone calls and chats using advanced technologies from OpenAI, Google, and Amazon.
The CX Architect role bridges sales, technology, and customer requirements, encompassing both pre-sales and post-sales activities. This individual should excel at leading solution calls and be experienced in pricing out new solutions from scratch, particularly within Cisco environments.
Key Responsibilities:
- Lead solution calls and estimate levels of effort for projects, with a primary focus on Cisco technologies.
- Design and implement solutions using Cisco platforms, including:
- Cisco Unified Contact Center Enterprise (UCCE)
- Cisco Unified Contact Center Express (UCCX)
- Cisco Webex Contact Center
- Cloud Contact Center as a Service (CCaaS)
- Interactive Voice Response (IVR)
- Chatbots / Virtual Assistants (AI technologies like OpenAI, Google Bard/Dialogflow, and Amazon Lex/Polly)
- APIs/web services (agent desktop APIs/SDKs, recording, backend, and CRM integrations, SOAP/REST)
- Telephony (including SIP) and networking (VPN, MPLS)
- Collaborate with sales and technical teams to ensure solutions meet client needs.
- Provide technical expertise and guidance during the sales process and post-sales implementation.
Qualifications:
- Strong analytical, communication, and documentation skills.
- Extensive experience with Cisco contact center technologies (UCCE, UCCX, Webex Contact Center).
- Ability to work independently without daily supervision.
- Capability to multitask across different projects and clients.
- Creative and visionary problem-solving skills.
- Project management experience is a plus.
- Training experience is a plus.
- Highly proficient in:
- Cisco Flex Licensing
- Webex Contact Center (Webex CC)
- Cisco IVR work
- Nuance
- Lumenvox
- Other applications that integrate with Cisco Collaboration platforms
Preferred Qualifications:
- Familiarity with additional platforms such as Genesys, Five9, and Zoom is a bonus.
- Experience with cloud-based contact center solutions.
- Knowledge of the latest AI technologies and their application in customer service environments.
- Demonstrated ability to manage multiple client relationships and projects simultaneously.
- Proven track record of successful project delivery in a technology consulting environment.
Physical Requirements:
- Sitting: Ability to sit for long periods of time.
- Lifting: Ability to lift equipment and or tools up to 20 pounds.
If you’re ready to grow your career in an energetic, customer-focused environment, Waterfield may be looking for you!
