Contact Center Architect
Tyler Technologies | |
United States, Maine, Yarmouth | |
Sep 16, 2024 | |
Contact Center Architect Apply Online Tyler Technologies is looking for a Contact Center Architect to join our Corporate IT team! Our company is implementing a common support Contact Center with NICE CX1, migrating from various technologies, and adopting a common platform along with common processes. The Contact Center Architect will be responsible for designing, implementing, and supporting contact center solutions that leverage the NICE CX1 platform. They will work closely with support, client success, sales, and implementation to understand business requirements, document processes, and build/configure the contact center platform to meet customer needs and improve their journey in interacting with Tyler Technologies. Most of the Contact Center Architect's time will with Contact Center System Design and Architecture (IVR, CRM Integration, ACD, multi-channel infrastructure, AI); Workflow and Process Optimization to enhance efficiency and customer experience; Technology Evaluation and Selection (assess new and existing NICE CX1 modules and how they can solve Tyler's business scenarios, as well as third-party tools); Performance Monitoring and Optimization (define and monitor KPIs that will reduce costs and improve CSAT); Security and Compliance. The Contact Center Architect will manage a wide array of technical, operational, regulatory, and strategic challenges to design and maintain an efficient, secure, and customer-centric contact center environment. It requires a blend of technical expertise, strategic vision, project management skills, and effective communication to successfully navigate these complexities and deliver optimal solutions. As a part of Tyler's corporate staff, you will make an impact on outcomes that affect various areas of the company. Your work will ultimately support our team members, clients, stakeholders, and the public sector. Location
Plano, Texas | Yarmouth, Maine | Troy, Michigan | Lubbock, Texas Travel
0-5% Responsibilities
Qualifications
Great Place to Work & Grow Your Career
Come join us as we transform the public sector! Our mission, vision, and values guide everything we do. We're also frequently recognized as a great workplace locally and nationally. See our many awards and accolades. Taking Care of You & Your Family
Your health and well-being are important to us. That's why we invest in our team members by offering competitive benefits to support their health and financial wellness. Learn more about how we care for our people. Tyler is subject to regulations, guidelines, and/or client requirements relating to the qualifications of Tyler personnel performing certain client work. Because of the nature of this position, it is a requirement that the candidate can successfully pass a federal background check at the time an offer is extended and over the course of employment with Tyler. Apply Online Requisition Number:2024-5181 Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing jobs@tylertech.com or by calling 800.646.2633 ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability. |