As a Senior Solution Architect at eGain, I lead the design and implementation of cutting-edge customer engagement solutions tailored to meet the needs of global enterprises. With a focus on leveraging eGain’s AI-powered platform, I help organizations transform their customer service processes, drive digital transformation, and enhance customer experiences.Key Responsibilities:Solution Design: Architect scalable, secure, and effective customer engagement solutions utilizing eGain's suite of products, including AI chatbots, knowledge management, and omnichannel contact center solutions.Client Consulting: Act as a trusted advisor, conducting workshops and delivering strategic recommendations on best practices for customer engagement and digital transformation.Integration Leadership: Design and oversee complex integrations with third-party systems such as CRM platforms (Salesforce) and contact center solutions (Genesys, Cisco), ensuring seamless data flow and enhanced functionality.Pre-Sales, Business Development and Strategy: Collaborate with sales and business development teams during the pre-sales process to provide technical expertise, create solution proposals, and develop Proof of Concepts (PoCs) to showcase eGain’s capabilities.Mentorship and Technical Leadership: Guide and mentor junior architects and development teams, establishing best practices for architecture, security, and performance optimization.Skills & Expertise:API Integration: Deep knowledge of REST and SOAP APIs for seamless platform connectivity.CRM & Contact Center Platforms: Proficient in Salesforce, Genesys, and Cisco integrations.Cloud Technologies: Experienced in Azure and AWS for scalable, cloud-native solution design.Customer Engagement: Expertise in optimizing digital customer service strategies and leveraging AI-driven tools for enhanced experiences.

The Solutions Architect plays a critical client-facing role to map client requirements into a solution that can be realized with eGain products. Solutions Architect works with clients and prospects to clearly understand business use cases as well as their technical operating environment. Develop the solution for the client leveraging eGain product best practices and deployment architecture. Knowledgeable about the business value sought in contact centers, have an extremely high level of customer focus, passion for process improvement, demonstrate the ability to influence, educate, and drive results in a fast-paced, changing environment.RolePresent business and technical analysis, recommendations, and architectural designs and solutions to different levels in the client organization in a clear, concise, and articulate mannerDevelop solutions are done in a repeatable manner by other consultants, using a standardized methodology, clearly documenting the process to deliver themDevelop client-centric deployment architectures aligned with their business objectivesAssist in creating statements of work, proposals, and agile sprint planning activitiesCollaborate with cross-functional eGain teams during implementationLearn the eGain product capabilities and operating environmentsGuide customers to quick value leveraging best practices developed by eGainCapture and communicate customer requirements and product feedback to Product ManagementSurface and document the value derived from eGain implementations leveraging eGain AnalyticsAbility to travel globallyExperienceExperience and knowledge of business and technical solutions that include layered architectures, databases, reporting tools, middleware, monitoring, and high availability systemsExperience with enterprise software integration technologies including REST Web Services, JMS, XML, JDBC, Single Sign-On (SAML)Experience with agile scrum methodologyExperience or awareness of cloud technologies

- Delivered solutions to large multinational banks and financial companies, telecommunications, government, insurance companies. - Migration of customers from on-premise to Cloud infrastructure (AWS and Azure)- Solution design of platform, including 3rd party downstream elements, to ensure solution meets customer requirments- Troubleshooting platform problems, either using database tools, browser tools or windows and application level debug tools- Technical project management of low level task lists, for project plans during migrations to new servers to maximise high availability, avoid downtime and give accurate estimates to help plan for go-live activities

Purpose of the Position:To assist clients gain the maximum benefit from Exony products through design, implementation, and consultancy and knowledge transfer activities.Duties and Responsibilities:· Architectural or Solution Design· Team leading and technical management for delivery· Chairing customer meetings· Contribution to the definition and development of professional standards of practice throughout Exony· Gathering and analysis of customer requirements, market propositions and business processes· Production of designs to meet identified requirements, including participation in design reviews with customers· Installation and configuration of our software and associated partner software to meet customer requirements· Trouble shooting technical issues relating to the product and surrounding technologies· Performance planning, analysis and remedial tuning/configuration of IT infrastructure· Consulting in the business applications and/or technical functionality of the products· Liaison with other Exony departments (including R&D / Engineering)· Delivering formal and ad-hoc training coursesSkills and Knowledge:· An excellent practical knowledge of the software development lifecycle with particular emphasis on design and analysis phases. · Functional and organisational understanding of contact centres and/or telecommunications technology · Proven abilities in the following: Architectural design, RDBMS design, SQL, SOAP and REST API using POSTMAN and SOAPUI, MDX, Windows Server and/or, distributed systems. · Business Analysis· Use subversion (SVN) to manage version control· Triage and track project issues using JIRA product· Excellent presentation and communication skills

Key Activites · Assess, plan and organise the delivery of allocated customer orders for products and services to meet agreed time, quality and financial budgets · Install, configure and customise idox software including ancillary products onto customer environments based on Oracle 9i,10g and 11g and ArcSDE 9 and 10 GIS. · Provide consultancy services to clients as part of project implementations and ongoing development of the use of the company’s software · Liaise closely with customers to ensure the company’s software and services are implemented and used as effectively as possible · Familiarise customers with the software to demonstrate successful delivery and aid testing and acceptance · Liaise with development and other areas of the business as required to request software enhancements and assure quality · Develop and maintain up to date detailed knowledge of the company’s products in accordance with a personal development plan · Provide support and maintenance services to customers in collaboration with other groups within the company. · Compile and maintain required technical and project documentation.

Creation, upgrade, maintenance of Oracle databases for Training suite. Liaising with developers and support for web applications and databases. Capturing and Tracking defects in Test Track Pro. Involved in all areas of the software development full life cycle (SDLC) for new releases and products. Responsible for creating, maintaining test environments for all software products. Captured and documented software requirements using UML (DFD and Use Cases)

Using Oracle 9i and 10g technologies with .NET IIS websites using Apache Tomcat and Java