Job Description
Role Overview
The Technical Architect serves as the endtoend technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.
Key Outcomes
- Delivery of BRD and futurestate technical blueprint
- Completion of quickwins integration roadmap
- Successful boxtesting of highvalue workflows
- Scalable architecture deployed across multiple centers
Responsibilities
- Own the endtoend architecture across CRM, LP, Five9, WFM, analytics, and AI layers
- Design API catalog, data model, and integration patterns
- Lead orchestration architecture for omnichannel outreach (voice/SMS/email/NBA)
- Collaborate with Data Science on LQS operationalization
- Guide pilot boxtesting, stabilization, and measurement readiness
- Support rollout of AI Assist, Auto QA, Voice/Email AI agents
- Align dialer strategy with WFM forecast/scheduling models
Qualifications
Required Qualifications
- 1012+ years architecture or solution design experience
- Expertise with contact center systems (Five9, CRM, LP)
- Handson design of APIs, data pipelines, and cloud integrations
- Experience implementing AI Assist, Auto QA, or Voice/Email AI capabilities
- Knowledge of Verint WFM forecasting/scheduling models
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
