Solution Architect

£700 per day | Haywards Heath | Contract
Posted 25 days ago

Solution Architect

My client, a Global Loyalty and Benefits organisation are looking for a Solution Architect to join them on an initial 6 month contract. You will be responsible for the successful implementation of the product suite. You will have a passion for finding creative ways to more effectively deliver contact centre services and customer experiences.

Solution Architect

Purpose of the job
• Solution Architect required by a leading global company to work on a range of projects across a variety of sectors for the Global Customer Contact Centre.
• This role may work as part of a project team for larger, complex engagements; or in a primary role on smaller engagements (providing project management support).

Key Responsibilities
• Discover and Propose Strategic Client Integrations
• Support of Technical Projects and Requirements at Existing Clients
• Support internal Development of Integration Platform
• Lead requirements and design workshops
• Complete requirements analysis and confirmation
• Identify and document specifications for customizations
• Confirm functional design
• Support of configuration
• Support of testing
• Document final solution
• Lead deployment and hand-off
• Communicate with project team, as required, to ensure timely updates to project health, risks, issues and solutions
• Consult and assist/work with third-party integrators with data mapping activities, in support of integration, to back office/other solutions
• Coordinate and oversee functional implementation activities for internal and partner consultants, developers, and customer points of contact (POC)
• Liaise with the Technical Architect for the overall solution
• Lead or collaborate on internal projects promoting operational efficiencies and organisational effectiveness
• Working through ambiguity and soliciting key information from project team members you will be required to learn quickly and take on board a significant scale of technical and industry knowledge in a short period of time. You will do this by taking a consultative approach to work and able to give and receive constructive fact based criticism where necessary
• Define and create Integration SOWs
• Project management of paid integrations or custom development
• Provide API documentation and answer questions
• Integration SOW for new prospect
• Setup Platforms for technical configurations
• Working with Group Architecture to define Standards and Principles to be used across development teams
• Keep challenging the business and IT groups to ensure solutions are innovative.

Knowledge, skills and experience required

You will have practical experience of:
• Systems development life-cycle and typical problems associated with the implementation of Customer Contact Systems multichannel and Omni Channel, from initial concept through development and implementation to operation and support.
• Managing a diverse set of stakeholders, capturing business requirements, performing needs and benefits analysis, translating business requirements into technical specifications.
• Experience with delivering solutions for Contact Centre/Customer Services/Operations
• Ability to translate and document complex architectural issues to non-technical staff within the business.
• Working with highly technical staff and outsourced teams, working on multiple projects towards a common end goal.

• Customer service management and call center support
• Strong experience working in a technology focused company
• Demonstrated leadership skills working with customers and peers
• Comfortable leading meetings/ sessions with Senior Management to discuss business process
• Excellent oral and written communication skills
• Ability to work in a globally distributed team environment, liaising with on-site teams and third parties
• Results driven attitude in a fast paced environment
• Commitment to quality and customer satisfaction
• Comfortable describing technical requirements and process to senior client representative
• Able to learn and apply new concepts independently
• Comfortable organizing and leading client conversations and projects
• Clear technical presentation skills

• Customer contact applications
• Omni Channel Solutions
• Email management systems – MS Outlook
• Voice Avaya platform – Advantage
• E-commerce
• Web Analytics
• Single Customer view
• Data Management/BI

Person Specification
• Commercially focused and Innovative
• Team player
• Self-motivator with a willingness to learn new skills
• Ability to thrive in a fast moving and changing environment
• Ability to show initiative and to work independently
• Ability to work at pace, work through project challenges in a collegiate way
• Goal and outcome orientated
• Thoroughness and attention to detail
• Good communication skills (ability to present, inform and guide others)
• Ability to generate ideas and draw them out of others
• Ability to bridge communications between technical and business focussed groups
• Comfortable working with people at all levels in an organisation
• Willingness to take on a variety of roles and responsibilities

For more information about this role, please contact:

Ashley Waterman
01892 553 241

See Ashley Waterman's jobs
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