Call Center Enterprise Technical Solutions Architect

29795 -  Call Center Enterprise Technical Solutions Architect

 

We are seeking a Solutions Architect that has 10+ years in IT and Technical design/architecture with a minimum of 5+ years in this role for Care/Call Center environments. This person will be responsible for reviewing and setting a game plan and strategic architecture to implement changes in technology and operations for Efficiency and Quality improvements to the existing organization and future growth.  Able to implement new policies and procedures such as work at home opportunities and outsourcing overseas as appropriate.  Must have extensive experience with the technology that supports the call center environment (CTI, Call Routing, CRM, Quality Monitoring, IVR, etc…..) and operations and procedures within the business and day to day operations.  Will work under high-level directional management. Leads visionary and sets overall strategic direction in collaboration with peer architects; Envisions and sets standards, advises management on future projects, and designs solutions to complex problems. Excels at technical and soft skills (presentation, collaboration, communications). Selects technology components. Capable of working across two or more disciplines.

 

Job Requirements

Participates in the overall direction, guidance and definition of an enterprise’s architecture to effectively support the Call Center environment Business Strategy. Responsibilities include researching, analyzing, designing, proposing and delivering solutions that are appropriate for the business and technology strategies. Interfaces across several business areas, acting as visionary to proactively assist in defining the direction for future projects. Responsible for conception of solutions, building consensus and the selling and executing of such solutions.Develop enterprise architecture artifacts including current state architecture, target state architecture, architectural roadmaps, referential architecture patterns and technology standard. Function as a solutions architect within the pre-project phases of an IT program, including the development or oversight of future state designs including technology, solution, information and business architecture. Assess the future state architecture for adherence to target state direction, or validate deviation justification and the recovery plans. Contribute to the overall alignment of IT delivery to the needs of the business. Develop business, information, technical, solution specification documentation. Review and assess impact of proposed scope changes to the future state architecture. Develop and implement training and documentation for IT enterprise architecture processes, procedures, and framework. Assist in program intake planning, estimating, and scheduling.Coordinate, review, and integrate the deliverables of information and technology architects into cohesive solutions architecture.Create and deliver enterprise architecture artifacts. Bachelor's degree and  advanced degree or professional consultant experience a plus. Min. of 5-10 years of experience in IT Industry with specific focus on call center strategic technologies; operations management experience a plus (people, process or technology)** Min. of 8-10 years of Business Analysis or Systems Analysis work across multiple domains Experience on large enterprise-wide applications, such as Oracle, Peoplesoft, or ERP projects is desired. Project Management on large projects, multiple functions a plus Must possess excellent written and verbal communication skills. Documentation skills must be equivalent to an experienced technical writerAbility to train, mentor and develop others. Demonstrates and advances change leadership principles with the organization Candidate must be able to influence others and be able to demonstrate peer leadership.

 

Include job number 29795 in the subject of your email response with a WORD attachment of your resume.

Client unable to provide visa sponsorship at this time

Please no 3rd party consulting firms or corp to corp consultants

 

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