Full Job Description
Duties: Work directly with IT personnel across data, infrastructure, telephony/IP, development, production support disciplines and LOB operations to define and deliver solutions and evaluate their impact. Drive project architecture decision making for contact center investments within Company operations, including chat, virtual agent, IVR, and voice. Create early-phase concept assessments and oversees project estimations. Drive the delivery of the end-to-end project architecture decisions and deliverables as a part of the Company’s project delivery framework. Identify key capability investments across projects and formally proposes restructuring of projects, investments, or designs to accommodate broader enterprise objectives within the Company’s current active project portfolio. Provide ongoing design oversight and decisions related to contact center solution, build, and deployment. Drive creation and maintenance of reference documentation for line of business’s technology assets, including current state architecture, target architecture, road maps, and total cost of ownership models. Establish and maintain architecture project management controls and deliverable tracking via the architecture PMO, including architecture resourcing and capacity planning models. Plan architecture to enable system resiliency engineering for the contact center, including monitoring, tracing, recovery, and deployment automation. Define technology direction for area of expertise based on analysis and industry standards. This job also requires 10% domestic travel.
Minimum education and experience required: This position requires a Bachelor’s degree in Computer Science, Computer Engineering, or related field of study plus five (5) years of experience in the job offered or five (5) years of experience in Solution/Application Architect, Architect Specialist, IT Analyst, or related occupation.