Lead Business Architect (Genesys/Avaya Call Centers)
TOP REQUIREMENTS: Genesys technical implementation knowledge or related skills with a similar software vendor, Business requirements gathering and analysis for call center agent migrations, Ability to lead a large cross-functional team.
*** What experience will set candidates apart from one another? Proven ability to lead large enterprise call center agent migrations between technology platforms.
OVERVIEW: The Business Architect is a leadership role performing a highly collaborative function across business and IT teams to envision and deliver capabilities to the business. The Business Architect, working with CCS resources (e.g. call flow analyst, platform lead), Suppliers (e.g. Genesys), and enterprise partners (e.g. enterprise architects), collaborate with the business to develop an end-to-end view of capabilities for implementation. Deliverables include high level requirements, designs, and diagrams articulating the Omni solution to be delivered. Solutions vary across lines of business, channels, and integrations (e.g. CRM). Additionally, this role will focus on the delivery of enterprise business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems, and development of end-to-end solutions for all Contact Center Services technology platforms. This role brings a holistic perspective of real-time communications, information, and architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.
What are the top 5-10 responsibilities for this position? (Please be detailed as to what the candidate is expected to do or complete on a daily basis)
? Leads and participates in the planning, analysis, and design tasks related to the establishment and implementation of an enterprise architecture.
? Defines and communicates the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-points (phones).
? Engages in business analysis and design for contact routing, personalization, , and self-service analysis and design.
? Analyzes and defines business and agent desktop requirements, which evolve over time into an enterprise framework to form a single holistic set of business capabilities.
? Translates enterprise and/or business requirements into long-term technical architecture, and data lake solutions.
What software tools/skills are needed to perform these daily responsibilities?
Telecommunications background, Genesys software call flow analyst, business and technical analyst, Technical writer.
What skills/attributes are a must have?
Telecommunications background, Genesys software call flow analyst experience, experience in at least some Genesys Digital Technologies/Channels (Chat, SMS, Email, Co-Browse etc.)
What skills/attributes are nice to have?
Business and technical analyst, Technical writer- provided by Dice