Contact Centre Solution Architect

Location: West Midlands/London

 

The Role

Responsible for leading the architecture and design of customer projects, and to participate and advise during the implementation of these projects to ensure successful deployment and transition to the production environment. He or she is also responsible for contributing to the advancement of infrastructure technologies and capabilities at our client and for ensuring the continuous improvement of information systems methods, tools, techniques and the delivery of service to the business.

Your key tasks/responsibilities will include:

• Consult with internal clients and account managers to ensure the architecture meets the business requirements
• Take a leadership role and responsibility for the architecture and design of solutions
• Provide robust and cost effective designs
• Develop appropriate architectural and design documentation and communicate to the appropriate business and project teams as required
• Act as the focal point to resolve all technical design issues as they occur during the full project life cycle
• Adhere to client company standards and methodologies to ensure compliance with architectural requirements, and the quality and consistency of the design and its implementation
• Participate and provide leadership in the continuous improvement of standards and methodologies
• Maintain new technology/product awareness and provide thought leadership and direction
• Participate in pre-sales activities, client and prospect meetings and prosposal delivery

The Person

To be successful in this role you will have the following skills:

People Skills:

• Experience in Multi-site, Multi-channel CC solution design and build
• Will need to have the gravitas to lead small teams of delivery people in either per or post sales activities
• Must have an open approach to solutions (i.e. must have a broad understanding of the different products in the market)
• Good client-relationship management skills
• Presentation skills up to board level
• Team worker
• People management and development skills

Mandatory:

• Good understanding of Telephony platform design and configuration and functional capabilities
• Expert in Genesys CTI suite of products design, configuration and functional capabilities
• Must be able to demonstrate a broad understanding of different peripheral solution (i.e. speech automation, Workforce Management solutions, Voice and Screen recording)
• Must be able to understand environmental and infrastructure requirements of a CC solution
• Must have experience of CTI to Host applications i.e. CRM, Billing systems, CC scripting tools

To apply please send your CV and Covering letter to Human.resources@cirquent.co.uk

Cirquent, working towards the equal treatment of employees and applicants