CCaaS SME Architect
Objective
* Provide expert guidance on CCaaS best practices, covering market leading CCaaS products
* Ensure alignment of CCaaS capabilities with business requirements
* Support integration with CRM and other existing enterprise systems
* Facilitate knowledge transfer to internal teams
Scope
* Work with the Platform and Product teams to advise on CCaaS architecture
* Support aspects such as routing strategies, Reporting & MI, and IVR design
* Work with business teams to explore business transformation opportunities
* Advise on security, compliance, and data privacy considerations
* Provide required design documentation
* Work with business teams to define and prioritise proof of concept activities
* Gain approval for design documentation from relevant governance boards
Deliverables
* High-level CCaaS architecture, including interoperability with CRM
* Integration and configuration guidelines
* Proof of concept plan
* CCaaS implementation & transition plan