About Chubb

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.

About Chubb India

At Chubb India, we are on an exciting journey of digital transformation driven by a commitment to engineering excellence and analytics. We are proud to share that we have been officially certified as a Great Place to Work® for the third consecutive year, a reflection of the culture at Chubb where we believe in fostering an environment where everyone can thrive, innovate, and grow

With a team of over 2500 talented professionals, we encourage a start-up mindset that promotes collaboration, diverse perspectives, and a solution-driven attitude. We are dedicated to building expertise in engineering, analytics, and automation, empowering our teams to excel in a dynamic digital landscape.

We offer an environment where you will be part of an organization that is dedicated to solving real-world challenges in the insurance industry. Together, we will work to shape the future through innovation and continuous learning.

Position Details

Job Title: Solution Architect Engineer  Function/Department: Infrastructure Location: Bangalore – Work from Office Employment Type: Full-time - Hybrid

Role Overview 

Key Responsibilities:

Solution Architect & Engineer for Contact Center cloud solutions, development, and application integrations 

• Contact center platform experience including call flows, routing, omni channel, digital integrations, systems & infrastructure architecture, design principles and implementation with cloud solution providers 

• Interact with business customers and end user services for demand and implement approved enhancements 

• Solution advanced customer engagement services that include digital integrations and business processes. Work closely with business technologist and service leads to develop new capabilities and operating models. 

• Agile approach and DevOps experience a plus for accelerated deployment, improved automation, and improved operational model 

• Subject mater expert with hands on experience configuring contact centers, IVR, API integrations, databases, voice connectivity, 

• Drive architectural standardization for the contact center environments and lead global transformation of contact center transformation projects 

• Experience and capability to solution cloud services with advanced security capabilities and compliance requirements 

Responsibilities

• Architecture & engineering foundation: Understands the concept and execution of architecture and engineering in the development and deployment of NICE CXOne, Cisco, Microsoft, Genesys, and/or Avaya contact center & collaboration platforms. 

• End user service orientation and business acumen: Initiate and proactively engage projects in response to business requirements and strategic infrastructure projects. Leadership role in program initiatives and comfortable with strategy, budgeting, finance, resourcing, and goal-oriented delivery. 

 

• Program leader: Successfully lead large scale transformation programs that include complex integrations of many technology components from Cisco, Avaya, NICE CXOne, inContact, or Genesys. This includes the deployment of new voice, video, SMS, business chat messengers, WhatsApp, and supportive technologies. 

• Leading engineer role for all global contact center applications; including - cloud providers, internal/external infrastructure, telephone providers, interaction recording, workforce management, reporting, session border controllers, and integrated equipment, devices, and infrastructure. 

• Solution engineering all customer engagement & contact center infrastructure transformation services for voice & video solutions, designing & configure global routing plans, software lifecycles, and overseeing operational departments processes and inventory. 

• Contribute significantly to product design, documents, solution, development, DevOps, test plans and test execution 

• Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. 

Qualifications 

• At least 8 eight years of relevant experience with Contact Center, ACD, IVR, WFM, and recording services including architecture design, configuration, implementation projects, and complex system integrations. Experience transforming distributed contact center systems into global technology standard 

• Must be a self-starter with the ability to work independently and in a collaborative team environment. Proven track record in relationship-building and driving change in a matrixed work environment. 

• Strong platform experience with leading collaboration technologies and certifications are a plus. Experience with any of the following: o NICE CXOne, inContact o Genesys PureCloud / Engage Cloud o Cisco Contact Center Enterprise o Avaya Contact Center 

• Hands on engineering expertise building call flows and platform configuration, including API integrations and voice & chat infrastructures. 

• Experience configuring integrations with global telecommunications providers, SIP trunking, and knowledge of global routing and regulations. 

• Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations. 

• Ability to manage multiple projects in a dynamic environment and experience with project delivery successes that include deploying new technologies, softphones, mobile workforces, and unified communications systems. 

• Understanding of the Agile development methodology, SDLC, and DevOps experience a plus for improved automation and operations 

• Knowledge and experience engaging with networking infrastructure teams (Firewall rules, QoS, Routing, Packet Captures, DHCP, DNS, Active Directory, etc.) 

• Understanding of security infrastructure within the context of collaboration services (firewalls, VPN, key management, encryption, certificates, etc.) 

• Strong ability to identify, understand and communicate business needs and application architectures for technical projects. 

• Excellent communication and collaboration skills; ability to effectively communicate across all levels is required.