CCaaS Architect

CCaaS SME Architect

Objectives

• 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