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D365 Omnichannel /D365 CCasS Solution Architect

Concentrix -
Belfast

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Job details

Full-time

Qualifications

Avaya
ITIL
Telecommunication
Leadership

Full job description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Summary: We are seeking an experienced Senior Manager/Sr. Professional I, Global Telecom to lead and manage enterprise contact center and telecom infrastructure across global operations. The ideal candidate will have strong hands-on experience with modern CCaaS platforms, SIP technologies, and enterprise telephony systems, along with proven leadership skills to manage teams and drive transformation initiatives.

Key Responsibilities:

Manage and support CCaaS platforms including Microsoft Dynamics 365 Contact Center, Microsoft Copilot Studio, Microsoft Power Automate, and NICE CXone.
Lead the design, deployment, and optimization of cloud-based contact center solutions.
Manage enterprise telephony environments including Avaya Aura components such as Avaya ACD, Session Manager, System Manager, Voicemail, and CMS.
Oversee day-to-day telecom and contact center operations ensuring high system availability and performance.
Lead telecom and CCaaS transformation projects including migrations, upgrades, and platform consolidation.
Complete all assigned, mandatory training within the timeframe provided
Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Qualifications:

Hands-on expertise with CCaaS platforms (Microsoft D365 Contact Center, NICE CXone).
Strong knowledge of Avaya telephony systems and ACD environments.
Deep understanding of SIP protocols and voice security.
Experience leading global telecom teams and managing enterprise platforms.
Solid understanding of ITIL framework and service management processes.

Apply Now

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