Job description
Contact Center Desktop Architect
The Contact Architect is responsible for translating the client's business requirements into specific Contact Center solutions, application or process designs. This includes working with client personnel and executives to identify functional requirements and subsequently working with and leading others in the identification, justification and design of the client's solution. Typically, this work is done at various client sites in a billable capacity.
Successful candidates will have demonstrated past experience in analyzing complex technical situations, anticipating potential problems and future trends, and assessing opportunities and risks while developing and implementing plans and creating solution deliverables for client contracts. As a leader of the team, the Contact Center Architect guides other professionals and assumes overall technical responsibility for the successful design, solution construction, implementation and system integration of Contact Center billable projects. At the senior level, the position requires significant knowledge across multiple platforms, processes or architectures.
As a part of the Contact Center practice, you will develop innovative solutions to our clients' most complex business and technical issues.
The end-result for our clients is the successful delivery of value-based technical solutions that provide high quality deliverables to a client's complex Contact Center problems.
Required
- High School Diploma/GED
- At least 3 years experience in Architect/Solution designing, developing and delivering Contact Center solutions for clients
- At least 2 years experience in Integration of Contact Center desktop package solutions with other systems
- At least 3 years experience in Expertise in working with Contact Center desktop technologies, including Kana
- At least 2 years experience in Working knowledge of other Contact Center desktop technologies including Oracle/Siebel or Salesforce.com
- At least 2 years experience in Working knowledge of Contact Center operations
- At least 2 years experience in Establishing and managing development standards
- At least 1 year experience in Working with a software development methodology
- At least 2 years experience in Lead architect working on complex projects
- Readiness to travel Up to 4 days a week (home on weekends-based on project requirements)
- English: Intermediate
Preferred
- Bachelor's Degree
- At least 5 years experience in Architect/Solution designing, developing and delivering Contact Center solutions for clients
- At least 3 years experience in Integration of Contact Center desktop package solutions with other systems
- At least 5 years experience in Expertise in working with Contact Center desktop technologies, including Kana
- At least 5 years experience in Working knowledge of other Contact Center desktop technologies including Oracle/Siebel or Salesforce.com
- At least 3 years experience in Working knowledge of Contact Center operations
- At least 3 years experience in Establishing and managing development standards
- At least 3 years experience in Working with a software development methodology
- At least 3 years experience in Lead architect working on complex projects
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.