Contact Center Technical Architect

PART 2

Overall Objectives of Job: (If multiple sections, accord weightage to each section)

The perfect candidate should have experience in the Product Governance Framework , which ensures products and customer requests align with strategic objectives, meet regulatory requirements, and deliver customer value. They are adept at identifying key challenges related to call center technology products, approvals, and implementations. Additionally, the candidate should be open to traveling to customer or provider on-site meetings

Duties & Responsibilities:

• Utilizes voice-based call center technology, encompassing CTI user interfaces, call flow design, and reporting.
• Creates product requirements based on input from the products and governance squads
• Supports the vendor in understanding defined requirements.
• Verifies system and product specifications
• Translates business requirements into technical system specifications.
• Maps and documents dependencies and influences of new system requirements.
• Maintains structured system-specific documentation.
• Works with product owners and development teams to ensure implemented functionality meets guidelines and supports the entire development lifecycle.
• Defines the ultimate vision for proof-of-concept and solution technical architecture, develops application designs consistent with SOA principles, and identifies relevant modules and services for future solution architecture.
• Makes low-level design decisions, identifies potential evolution paths, and communicates impacts of architectural decisions to stakeholders.

Knowledge, Skills, & Abilities

This role requires Product Governance experience, so its essential to have a strong understanding of the processes and controls used to design, launch, monitor, and optimize products to ensure they meet commercial, customer, and regulatory requirements. Its also helpful for the candidate to have excellent communication, analytical, problem-solving, and attention to detail skills, as they will closely collaborate with various stakeholders and providers. The candidate is also skilled at synthesizing complex information, resolving problems, and prioritizing work effectively, demonstrating sound judgment, dependability, and commitment in completing tasks.

100%

PART 3

Qualification & Experience

• Computer Science Degree or Technical Certification in Telecommunication or similar field.

• Preferred 5 to 10 years of work experience in Call Center environments.
• Experience in working with Call Center technology in Cloud environments preferred.
• At least 3 years experience in contact centre systems analysis, ideally in designing contact centre services, processes and environments.
• Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.

PART 4

Skills/Specific Tasks/Activities performed (choose groups that apply to your role)
Describe tasks in a short sentence if required

Group

Task responsibility
mark S/T/O & % of time spend on task group
S - Done by Self
T - For the team
O - For organization

Technical (e. g. Coding (Java), Testing (Unit))

T

Functional / Domain (e. g. Underwriting, Claims Mgmt. )

• Analytical skills
• Communication skills
• Preparing management presentations, meetings, MOMs and tracking actions to closure
• Actively drive internal communications

T

Business / Client Engagement (e. g. Marketing, Consulting)

• Preparing management presentations, meetings, MOMs and tracking actions to closure
• Actively drive internal communications

T

People Engagement (e. g. Hiring, Training etc. )

• Encourage team to attend and respond to the security awareness meetings

T

Administrative / Compliance (e. g. Documentation, Quality etc. )

Record MoMs, maintain action tracker, decision logs and track actions until closure

• Validate and provide reports on new products

S, T

• Other tasks (any special / short term tasks that are occasional)
  
  Keep own training and technical knowledge up to date. Acquired new knowledge in those fields of the role with few prior touchpoints.
• M aintain Personal Record folder and Personal Development plan in line with company policy

S

S

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Lets care for tomorrow.