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