Technical Architect Offshore

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

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

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