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End to End Solution Design - Contact Center

End to End Solution Design - Contact Center

Job Title: End to End Solution Design - Contact Center
Contract Type: Contract
Location: Hampshire
Industry:
Salary: £450 - £500 per day
Start Date: ASAP
Reference: BBBH5574
Contact Name: Mark Crorkin
Contact Email: mark.crorkin@vineresources.com
Job Published: January 31, 2017 15:10

Job Description

The End to End Solution Designer is assigned to multiple projects, translating the Requirements and High Level Architecture into a Solution Design.

This role delivers the overall technical E2E IT solution design for the given project.
 

Specific Project Description

  • Extend and enhance existing agent tools to support customer queries in the Business Customer Operations area.
  • To Cover Agent Knowledgebase; Customer Knowledgebase; enhanced Workforce Management; Broadband diagnostics.
  • Also analysis of requirements / roadmap to an agent single screen desktop (to be delivered by subsequent project when strategic dependencies allow).


 

Specific Skills/Experience Required


Required:

  • General experience of Telco end-to-end solution design/architecture
  • Multi-system and multichannel customer care integration
  • Intelligent routing of customer service requests and interactions
  • Case and workflow management using salesforce.com
  • Level 1 and 2 customer service and integration to Level 3 systems
  • Integration to automated fault diagnostics (fixed-line products)


Preferred:

  • Desirable: knowledge management strategies (including self-learning systems)
  • IT systems: Kana, eGain, SFDC, Customer Portals, Customer Care systems, Workforce Management systems


Required key skills (functional / technical):

  • Good knowledge of software principles and design experience with relevant platforms
  • Experience of UML design principles
  • Proven experience of working with technical teams at all levels, from design through to development and implementation
  • Able to coordinate design decisions for systems to be delivered by multiple suppliers, both internal and external.
  • Ability to lead design discussions, internally or with third party vendors
  • Understanding of development methodology and software development


Required qualifications/experience:

  • IT related degree or similar, preferred
  • Other IT industry qualifications and evidence of vocational training/experience
  • Experience of designing / architecting solutions in a multi-tiered IT infrastructure


Responsibilities:

  • Works with the business stakeholders on future product direction and technology capability
  • Responsible for the sign off of requirements with the Business Analyst. Carries out requirements management and scope assessments based on technical and budget constraints
  • *Inputs into architectural discussions and the resulting Architectural Options Document for a given solution
  • Where required, to lead the Solution Design team, planning resource allocation, coordinating work estimates and collating Solution Designs*Inputs into the estimation process during the Startup and Definition stages of projects. Identifying the scope and scale of the change needed to satisfy the project requirements
  • Produces and owns the E2E Solution Design Document which will be the reference document for the technical implementation
  • Ensures any detailed platform solution designs are produced and aligned with the E2E Solution Design Document
  • Incorporates 3rd party deliverables into overall solution
  • Responsible for alignment of the Technical Solution with project requirements including definition of project phasing and work package breakdown
  • Responsible for briefing the Solution Design to the Solution Design Review Board and to development leads and other stakeholders as necessary
  • Gains mutual agreement on the design with the Development Leads and SI.
  • Owns the project list of Solution Design issues or queries and works closely with the SI to agree and communicate resolution
  • Provides input to the SI on the scope of the solution so that the SI can construct the delivery plan
  • Reviews the deliverables produced by the internal and/or external development teams for their projects. Validates the technical specifications produced by the development teams against the solution design.
  • Works with Service Transition on the deployment plans and the non-functional requirements for the solution.
  • Accountable for ensuring that the E2E Solution Design remains up to date throughout the lifecycle of the project; that it represents the solution which is deployed; and that the final solution is communicated back to Architecture to baseline production environments/infrastructure and to any other interested parties
  • Adheres to guidelines established by (Enterprise) Architecture, Operations, and Information Security for all solutions