Call Centre Solution Architect

Call Centre Solution Architect

Job Title: Call Centre Solution Architect
Contract Type: Contract
Location: Amsterdam, North Holland
Salary: €500 - €670 per day
Start Date: ASAP
Reference: BBBH5393
Contact Name: Mark Crorkin
Contact Email:
Job Published: July 15, 2016 09:51

Job Description

Call Centre Solution Architect urgently required for a project in Amsterdam.

The role:
*Functional design / architecture of the call centre solution including omni channel
*Develop and deliver High Level Solution Architecture (BSA), corresponding UML artefacts (i.e. Activity Diagrams, Sequence Diagrams, Use Cases) and Requirements Traceability Matrix (RTM) in support of documenting the program/project scoped IT business solution.
*Ensuring that the solution architecture is compliant and aligned to the published Enterprise Architecture blueprints and product, (IT) technology & infrastructure roadmaps.
*Review and approve Functional Designs (FD) and Technical Designs (TD), Interface Specifications (IS) & Data Mappings for the IT business solution, liaising with cross functional teams to achieve high quality designs.
*Co-author with Enterprise Architecture the Marketing Service Description E2E architecture & operational impact assessments to assure the integrity, robustness & efficiency of the future E2E solutions while identifying opportunities to increase reusability and maximise cost synergies.
*Deliver IT assessments focusing on solutions that bring clear business value.
*Deliver (senior executive) slide packs addressing various IT topics facilitating fact based decision making process.
*Contribute in shaping of the Enterprise Strategy (with focus on the Online and web integration) and other activities in order to maximize both personal effectiveness as well as organizational productivity.
*Define, create, communicate and maintain taxonomies, repositories, workflows, and IT governance processes that reflect industry best practices.

Required Experience:
*Extensive Call Center Technologies experience
*Agent Desktop Technologies (e.g. Jacada)
*IVR / ACD / Call Routing Technologies
*Call Center workforce management and scheduling solutions
*Speech Analytics technologies to process call speech data
*Digital Assisted Care technologies e.g. online chat
*Omnichannel and Digital Architecture for Sales, Care
*Very good understanding of telco domains as Product Catalogue Management, Assurance, Billing, Fulfillment and Order Management
*Good understanding of Application Integration, rules engines, identity management, data management
*Experience with products across some of the following: Digital TV, Telephony, and Internet & bundles of them, Mobile (concepts like wallets, allowances, handsets), Complex Telco products focused on Enterprise customers e.g. Hosted Voice, IP VPN
*Knowledge of industry standards, technology standards & architecture frameworks as TAM, eTOM, SID, TOGAF, SOA, Web 2.0.
*Exposure in different delivery methodologies - agile / waterfall.

Required Skills:
*Exceptional analytic capabilities to gather and interpret technical information and to develop, recommend, and implement solutions.
*Proactive, able to drive project success. Innovative to define different ways to achieve the goals
*Strategic thinker with long term vision of applied technologies
*Self-sufficient. Ability to adapt to new work environment and work with minimum support.
*Excellent skills with powerpoint and storytelling.
*Excellent overall communication skills, with the ability to communicate and to advise on complex technical matters to non-specialists.
*Proven ability to consult and negotiate in a highly sensitive environment with often conflicting interests
*Ability to quickly and flexibly adapt to new business priorities
*Ability to manage and direct technical teams, acting as mentor and coach for junior members of technical teams

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