Digital Channels Architect
Pune, IN
About Avaya
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.
Job Information
We are seeking an experienced Software Architect to lead the design and development of modern, scalable, and high-performing contact center digital channels. You will work closely with engineering teams, UX designers, and product stakeholders to build advanced omnichannel experiences in the realm of digital transformation servicing a diverse global user base. Your expertise in backend architecture, digital transformation, messaging, social media integrations, email and chatbots will drive architectural decisions and best practices.
Activities
· Architect and Design: Define and implement the architecture for the integration of messaging, social media and email channels into an advanced contact center solution, ensuring intuitive UX design, scalability, maintainability, and performance.
· Technology Leadership: Guide teams in best practices backend/API integration, selecting the right tools and frameworks.
· Modularization & Code Quality: Develop modular, reusable, and maintainable services to accelerate development across multiple teams.
· Performance Optimization: Use event batching, debounce, and throttling techniques to enhance responsiveness in the digital experience
· Security & Compliance: Implement security best practices to protect user data and comply with relevant regulations.
· Collaboration & Mentorship: Work with engineering teams, providing technical leadership, reviewing code, and fostering a culture of innovation.
About the Individual
You are a talented software architect with a deep understanding of backend and integration (APIs) technologies and a passion for building exceptional omnichannel user experiences. You excel at designing scalable architectures that include advanced chat experiences, chatbots and social channel experiences. You are adept at breaking down complex systems into modular, interoperable components and thrive in environments where real-time communication and customer engagement are paramount. You champion accessibility, performance, and scalability to ensure that digital solutions meet the needs of a diverse, global customer base.
Beyond technical expertise, you are an effective communicator who collaborates with software engineers, UX designers, and business stakeholders to align technology with user needs. You stay ahead of industry trends, embrace best practices, and mentor teams to implement the best possible omnichannel digital experience.
Required Skills
· Strong understanding of component-based architecture, micro frontends, and modularization in large-scale applications
· Strong understanding of REST APIs and the use of WebSockets for real-time data streaming and communication
· Expertise in event-driven architecture, real-time UI updates, and pub/sub messaging systems.
· Experience in cloud-native environments with Azure, GCP or AWS
· Proven experience building, scaling and maintaining high volume systems.
· Strong problem-solving skills and ability to communicate architectural decisions to technical and non-technical stakeholders
· Excellent problem-solving skills and ability to adapt in a fast-paced environment
· Excellent verbal and written communication skills
· Previous experience in implementation and/or integration of collaboration technologies – messaging, social channels, e-mail, screen sharing, etc.
· Previous experience in implementation and/or integration of LLM/Chatbot technologies
Desirable
· Experience in application observability, including logging, monitoring, and tracing tools.
· Experience with CI/CD pipelines, automated testing, and DevOps practices for front-end applications.
Why join Us?
- Work on cutting-edge omnichannel contact center applications impacting millions of users.
- Collaborate with world-class engineers, designers, and product teams.
- Influence the technical direction of contact center digital experience architecture at scale.
- A culture of continuous learning, innovation, and career growth.
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