About Wipro:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
- A PROUD HISTORY OF OVER 75 YEARS
- FY22 REVENUE 10.4 BN USD
- WE'RE PRESENT IN 66 COUNTRIES
- OVER 1,400 ACTIVE GLOBAL CLIENTS
Role: Lead Solutions Architect
The Lead Solution Architect for Contact Center Experience Solutions will play a pivotal role in designing, implementing, and evolving enterprise-grade contact center solutions. Reporting to the Sr Director of the Contact Center Experience Solutions team, this position requires a strategic thinker who can bridge business requirements with technical implementations while leading a team of analysts and engineers.
Primary Responsibilities
- Lead the design and implementation of enterprise contact center technologies, ensuring alignment with business objectives and IT strategy
- Drive technical decision-making for multi-channel contact center solutions, including routing, self-service, authentication, and fraud monitoring systems
- Develop and maintain architecture roadmaps for contact center technologies, ensuring scalability, reliability, and security
- Provide technical leadership and mentorship to engineers within the team
- Collaborate with stakeholders across call center organizations to gather requirements and deliver integrated solutions
- Evaluate and recommend technology solutions including Five9, Verint, Aceyus, Pindrop, Intradiem, and Neustar
- Design integration frameworks between contact center platforms and enterprise systems including Pega and ServiceNow
- Lead engineering reviews and provide guidance on technical design decisions
- Partner with architecture teams to assess new technologies and capabilities
Required Experience & Skills
- Strong experience in solution architecture, with high focus on contact center technologies
- Deep technical knowledge of omni/multi-channel contact center platforms and technologies
- Strong experience with at least three of the following technologies: Five9, Verint, Pindrop, Intradiem, Neustar
- Demonstrated experience in architecture design for workforce management, quality management, speech analytics, and desktop analytics solutions
- Experience integrating contact center technologies with enterprise systems like Pega, ServiceNow, and back-office work management systems
- Strong understanding of authentication frameworks, fraud monitoring, and security principles for contact centers
- Experience with API design, microservices architecture, and integration patterns
Preferred Qualifications
- Experience with cloud-based contact center solutions and migration strategies
- Knowledge of Pega/ServiceNow platform integration with contact center technologies
- Experience with agile development methodologies and DevOps practices
- Certifications in relevant technologies (Five9, Verint, etc.) or architecture frameworks (AWS, Azure)
- Experience in financial services or insurance industry
Leadership Competencies
- Strategic thinking with the ability to align technical solutions with business objectives
- Team leadership experience, including mentoring junior engineers
- Strong stakeholder management and influence skills
- Proven track record of leading complex technology implementations
- Ability to drive innovation and continuous improvement in customer experience technologies
Expected annual pay for this role ranges from USD 80,000/annum to USD 158,000/annum. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options."
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group