Contact Center Solutions Architect

Company Name:
Open Systems Technologies
Overall Job Purpose
This position will support all projects related to the Contact Center telephony program. Candidates should have prior experience as an architect in a Contact Center environment and have deep technical understanding of Contact Center functionality. This program is primarily an internal IT program. Responsibilities will include architecting call center solutions coordinating with the IT Unified Communications Architecture, IT Operations and the telephony and Contact Center product communities to design and drive the implementation of Contact Center solutions which meet the strategic needs of the business. The candidate will also need to coordinate with the individual business unit leads to ensure solution will satisfy their strategic going-forward requirements. The role of the solution architect within the CIO organization is to understand the business needs of the organization and develop solutions based on Contact Center technology to satisfy those needs.
This permanent position is not a hands-on engineer role but more of an internal consultant to the business.
Key Job Accountabilities
Conduct internal client assessments which includes as-is, to-be, gap analysis phased technology plans, project plans and audit documentation
Be responsible for identifying gaps and issues, recommend areas of opportunity, determine potential timing and sequencing of improvement initiatives, and define the costs and benefits of proposed solutions
Act as a technology partner between the Contact Center Business Leadership and Technology teams to aid in planning, coordinating and directing the delivery of highly complex business solutions to meet our Contact Center needs.
Actively governs the IT elements of the project through its life cycle, ensuring the delivered solution is aligned with architecture and standards
Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers
Development of strategic designs. Conducting iterative reviews and revisions of design documentation
Be capable of driving large contact center projects from an architecture and design perspective including:
Call routing
Multi-site virtual centers
Inbound/outbound self-service/queuing and applications
Agent desktop
Deployment approach
Identify technology solutions and applications that meet the internal client's business requirements from both a functional and technical perspective
Develop internal documentation for Contact Center solutions network and hardware requirements:
Technical white papers
Position papers as they relate to technology solutions
Technical proposals
Cost proposals and budgetary estimates
Develop internal documentation for strategic solutions
Partner with Telecommunications Lead Solutions Architect practice on the development of a technology plan to support the managed services/Day 2 support strategy for the Contact Center support organization
Collaborates, negotiates, and influences technical direction and decision making with internal clients in order to enable the delivery of quality for contact center solutions
Enhances Contact Center Services division reputation by identifying areas for expansion and improvement both internal and external; this duty requires forward looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications
Identifies new product opportunities as they relate to Contact Center systems

Basic Qualifications
Minimum 10 years' experience in IT related role
Minimum 7 years' experience with Contact Center technologies
Minimum 3 years' experience in an architectural role, leading projects with full accountability

Preferred Qualifications
Bachelor's degree in IT related field
Demonstrable industry leading knowledge across the Contact Center domain and leading-edge thinking in the arena of Omni-channel contact solutions.
Experience is necessary in Contact Center products including:
Multi-media Contact Center (audio/video, chat, SMS, Web)
Avaya Call Center Elite
Avaya Experience Portal
Avaya Aura Application Enablement Services
Integration with Avaya UC solutions: Aura Session Manager, System Manager, Communication Manager
Interactive Voice Recognition (IVR)
Agent on the Web
Aspect UIP Outbound Dialer
Verint Voice / Screen recording
LAN / WAN / Firewall infrastructure
Server / Database infrastructure
Experience with an applied knowledge of Avaya and Genesys Contact Routing-CTI platforms, Telecommunications and TDM-VoIP technologies for Contact Center solutions
Working knowledge of technical/business analysis and program management methodologies
Demonstrated track record of delivering results in a matrix, multi partner environment
Demonstrated ability to build and maintain working relationships with a diverse community of technology and business partners and effectively influence both technical and non-technical audiences
Demonstrated ability to build and maintain working relationships with executive leadership
Demonstrated ability to deliver and support large complex projects
Strong skills in analysis, creativity and innovation - able to conceive original and practical solutions to complex and business-critical problems

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