Senior Manager - Technical Architect
Firstsource Solutions LimitedMatch Score
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Protocol Intelligence
Data-driven signals on your job's competitivenessSenior niche contact-center/cloud role in Mumbai creates moderate competition.
Strong contact-center platform, telephony, and compliance focus limits cross-industry transferability.
Multiple mandatory years plus specific contact-center, cloud, and technology requirements enforce high shortlisting strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Lead the design and delivery of enterprise-scale contact center and customer experience technology transformations integrating dialers, CRM, AI agents, and unified orchestration frameworks.
Architect and implement secure, scalable multi-cloud solutions (primarily AWS) including CI/CD pipelines and event-driven real-time data orchestration ensuring sub-second latency and 99.99% availability.
Manage vendor relationships, lead cross-functional teams, drive adoption, and oversee performance optimization and compliance adherence throughout large-scale program life cycles.
Minimum Requirements
10+ years in enterprise software architecture and technology leadership, including 6+ years in contact center transformation and 5+ years in cloud architecture (AWS primary).
Hands-on expertise with .NET/C#, SQL Server, RESTful APIs, event-driven architectures, and AWS core services (EC2, Lambda, RDS, S3, SQS/SNS, CloudFormation).
Experience with contact center platforms such as Five9, Genesys Cloud, Amazon Connect, Cresta, and AI agent platforms.
Work Experience Required: 10+ years; Notice Period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Proven track record delivering multi-year, large-scale technology programs in contact center/CX cloud transformations with strong vendor and stakeholder management.
Strong strategic and technical leadership with deep expertise in multi-cloud architecture design, CI/CD implementation, and secure, compliant AI system integrations.
Senior-level experience working hands-on in cloud-native, microservices, containerized environments with focus on real-time analytics, compliance frameworks, and scalability for 10,000+ concurrent agents.