Contact Center Architect

About the role

The Infosys Engineering unit is dedicated to amplifying product-centric value delivery through innovative engineering solutions. We focus on adopting a data-first approach to engineering and value-stream management, enabling real-time visibility into the flow of value. Our team leverages advanced technologies such as AI, ML, and predictive analytics to drive continuous improvement, enhance delivery processes, and accelerate time to market. Join us to be part of a team that is at the forefront of engineering innovation, delivering intelligent insights and empowering stakeholders to achieve hyper-productivity and sustainable growth.

Area of Responsibility

• Create business requirement documents covering functional and non-functional requirements, based on information gathered as part of workshops and interviews with client stakeholders.
• Review, propose, and develop solution architecture, ensuring application design aligns with the proposed framework and is scalable, reliable, and maintainable.
• Assess and recommend suitable technologies, tools, and platforms for implementation as part of architectural design, to meet business requirements.
• Review technical solutions and develop strategies for integration with different technologies and systems, to ensure seamless communication and data flow.
• Resolve complex technical challenges during build, deployment, and support phases while promoting reusable frameworks and artifacts.
• Provide specialized insights to development team and build collaborative relationships with clients and internal teams, securing successful execution of projects.
• Identify potential risks in the system landscape, monitor system performance, and suggest optimization initiatives in line with business requirements and long-term objectives.
• Establish and uphold comprehensive knowledge base to guarantee that vital information is systematically recorded and readily available.
• Contribute to proposals and RFPs by delivering insights related to architectural solutions, for successfully delivering the proposed solutions.

Required Skill and Experience

• Experienced Contact Center Program and Delivery Leader with extensive experience leading large-scale customer service transformation initiatives, managing global delivery teams, driving stakeholder engagement, and overseeing end-to-end program execution.
• Strong background in contact center operations, client relationship management, delivery governance, resource planning, risk management, vendor coordination, and strategic account growth.
• Proven ability to align business objectives with technology solutions, improve customer experience outcomes, and successfully deliver complex programs across geographically distributed teams.

Preferred Skill and Experience

• Customer Experience transformation initiatives.
• Proven track record of leading large-scale, enterprise-wide contact center programs from planning through execution and operational stabilization.
• Strong expertise in program governance, delivery management, stakeholder communication, risk mitigation, budgeting, and resource planning.
• Experience managing cross-functional, geographically distributed teams and coordinating with business, operations, and technology stakeholders.
• Demonstrated ability to drive customer experience improvements, operational excellence, and business transformation outcomes.

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution.
• Will also consider three years of progressive experience in the specialty in lieu of every year of education.

Benefits

• Competitive pay.
• Medical/Dental/Vision/Life Insurance.
• Long-term/Short-term Disability.
• Health and Dependent Care Reimbursement Accounts.
• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal).
• 401(k) plan and contributions dependent on salary level.
• Paid holidays plus Paid Time Off.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.