Solution Architect / Solution Design - Contact Centre solutions

Solution Architect / Solution Design - Contact Centre solutions

Job Title: Solution Architect / Solution Design - Contact Centre solutions
Contract Type: Contract
Location: Reading, Berkshire
Salary: £475 - £500 per day
Start Date: ASAP
Reference: BBBH5807
Contact Name: Mark Crorkin
Contact Email:
Job Published: July 19, 2017 09:34

Job Description

Solution Design - Contact Centre solutions - Genesys, Avaya, Cisco etc.

Our client immediately requires a strong End to End Customer Contact Centre Solution Designer to work on a major project.

The successful candidate will need to translate requirements into a solution vision, system specifications, and implementation tasks in accordance with the overall requirements, IT strategy and architecture; and therefore deliver the overall technical IT solution design for the project.
Key Accountabilities

Reporting directly to the Project Manager you will:
Assess scope to define the required End to End, IT & Network design work for a Pan European Contact Centre call delivery and Work Force Optimisation Programme. This changes/additions to programme scope via change control board.
Review business requirements, IT & Network Architecture. Highlight gaps & additional work required to resolve.
Produce Solution Design Impact Assessments in response to the scope of projects and CRs and issue the IAs for approval and incorporation into the design plan.
Manage the production of IT & Network Solution Designs according to processes and quality standard set by VM/LG and industry best practices
Review all IT, Network and Vendor low level designs related to your scope of work as a designer gate quality prior to issue to the business
Provide solution guidance and support to the design team & other work-streams throughout the delivery lifecycle of the programme
Engage with down-stream delivery and operational teams (e.g. Security, etc.) to validate approach and designs
Key Skills:
Managing disparate IT, Network and Vendor design reviews toward an agreed end to end Solution Design
Producing End to End IT & Network Solution Architectures and Designs
Understanding Business Analysis and its relevance to the Solution Architecture and Design domain
Ability to Communicate at all levels, technical and non-technical, providing clear views of potential issues and recommending solutions
Experience forging closer relationships between business and technology teams
Balancing business and technology stakeholder needs and making transparent, informed trade-offs
Solution design and technology understanding of Genesys, Avaya, Nice and other CC platforms

Mandatory Requirements

The successful candidate will be able to demonstrate:

Solution Design Experience: 5+ years of experience in designing technical solutions in a multi-tiered IT infrastructure. Comfortable operating within large, matrixed project teams (containing internal, external, 3rd party vendors, Top Tier SI's)
Project Environment: Proven ability to deliver projects in dynamic, fast paced and challenging corporate environments.
Qualifications: IT related degree or similar
Optional Requirements

It will also help your application if you can show:

Functional/Technical Experience:
Recent, large-scale, Cisco & Verint platform / Solution Design - including: Inbound / Outbound, IVR, Dialler, Gateways, VXML scripting, Voice Recording, WFM and associated security controls
IP Network design, to include: IP Addressing, SIP trunking, voice quality control & network interception
European (or large multiple site / customer) design and deployment experience
Telco Operational and Monitoring system (OSS) experience.
Integration with CRM, MI, Billing and associated third party systems
Industry experience: Telco