Zensar Technologies
Website:
zensar.com
Company:
https://www.linkedin.com/company/zensar
Seniority: Not Applicable
Industries: IT Services and IT Consulting
Job details:
JOB DESCRIPTION
Technical Architect – Renuity Sales Command Center Transformation
Position Details
- Location: Offshore but available up until 10:30 pm IST
- Type: Full-time, 12‑month program with potential extension
- Travel: Rarely but open to travel to pilot and other contact center locations
About The Program
Zensar is transforming contact center operations into a unified Renuity Sales Command Center. This multi‑phase initiative includes process homogenization, AI/automation deployment, telephony modernization, and scaling of a Command Center Lite pilot to multiple centers.
Role Overview
The Technical Architect serves as the end‑to‑end technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.
Key Outcomes
- Delivery of BRD and future‑state technical blueprint
- Completion of quick‑wins integration roadmap
- Successful box‑testing of high‑value workflows
- Scalable architecture deployed across multiple centers
- Provision/configure Voice AI & SMS AI using Five9/WFA
- Successful Development/Unit Testing/Integration & UAT testing of all Five9/WFA use cases
Responsibilities
- Own the end ‑ to ‑ end architecture across CRM, LP, Five9/WFA, 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 box‑testing, stabilization, and measurement readiness
- Support rollout of AI Assist, Auto QA, Voice/Email AI agents
- Align dialer strategy with WFM forecast/scheduling models
- Provision/configure Five9 Workflow Automation (WFA) to connect client Five9 Intelligent Cloud Contact Center to other business systems by aggregating information, providing comprehensive views of data and performance, and automating sophisticated, cross-platform workflows
- Connect Five9 WFA using out of the box pre-built connections to aggregate data real-time, combine it with Five9 data, and coordinate functionality.
Required Qualifications
- 8–12+ years architecture or solution design experience
- Expertise with contact center systems (Five9/WFA, CRM, LP)
- Hands‑on 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
- Experience implementing Five9 Work Flow Automation
Preferred Experience
- Five9 campaign configuration and pacing optimization
- LeadPerfection (LP) integration expertise
- Experience with MoEngage, Hatch, or Spotio
- Power BI dashboard/report development
- AI/automation platforms (Kore.ai, Lyzr, or similar)
Success Metrics
- Improved Contact Rate through predictive dialing and NBA routing
- Set/Issue/Demo/Close rate uplift enabled by LQS
- Reduced AHT and higher automation percentage
- Reduced time‑to‑contact and improved WFM alignment
RESPONSIBILITIES
Technical Architect – Renuity Sales Command Center Transformation
Position Details
- Location: Offshore but available up until 10:30 pm IST
- Type: Full-time, 12‑month program with potential extension
- Travel: Rarely but open to travel to pilot and other contact center locations
Role Overview
The Technical Architect serves as the end‑to‑end technology owner for the transformation, guiding architecture, integration strategy, system interoperability, and technical rollout across all phases.
Key Outcomes
- Delivery of BRD and future‑state technical blueprint
- Completion of quick‑wins integration roadmap
- Successful box‑testing of high‑value workflows
- Scalable architecture deployed across multiple centers
- Provision/configure Voice AI & SMS AI using Five9/WFA
- Successful Development/Unit Testing/Integration & UAT testing of all Five9/WFA use cases
Responsibilities
- Own the end ‑ to ‑ end architecture across CRM, LP, Five9/WFA, 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 box‑testing, stabilization, and measurement readiness
- Support rollout of AI Assist, Auto QA, Voice/Email AI agents
- Align dialer strategy with WFM forecast/scheduling models
- Provision/configure Five9 Workflow Automation (WFA) to connect client Five9 Intelligent Cloud Contact Center to other business systems by aggregating information, providing comprehensive views of data and performance, and automating sophisticated, cross-platform workflows
- Connect Five9 WFA using out of the box pre-built connections to aggregate data real-time, combine it with Five9 data, and coordinate functionality.
Required Qualifications
- 8–12+ years architecture or solution design experience
- Expertise with contact center systems (Five9/WFA, CRM, LP)
- Hands‑on 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
- Experience implementing Five9 Work Flow Automation
Preferred Experience
- Five9 campaign configuration and pacing optimization
- LeadPerfection (LP) integration expertise
- Experience with MoEngage, Hatch, or Spotio
- Power BI dashboard/report development
- AI/automation platforms (Kore.ai, Lyzr, or similar)
Success Metrics
- Improved Contact Rate through predictive dialing and NBA routing
- Set/Issue/Demo/Close rate uplift enabled by LQS
- Reduced AHT and higher automation percentage
- Reduced time‑to‑contact and improved WFM alignment
QUALIFICATIONS
Technical Architect – Renuity Sales Command Center Transformation
Position Details
- Location: Offshore but available up until 10:30 pm IST
- Type: Full-time, 12‑month program with potential extension
- Travel: Rarely but open to travel to pilot and other contact center locations
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.
Click on Apply to know more.
