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Solution Architect Contact Centre

Keywords / Skills : Solution Architect Contact Centre, Aura AACC, Elite/ EMC, AIC and IPO, IPOCC, Genesys, Cisco UCCE, PCCE, UCCX, CVP, Cisco HCS

10 - 15 years
Posted: 2018-10-26

IT/Computers - Software
System Analyst/Tech Architect
Posted On
26th Oct 2018
Job Description
Solution Architect Contact Centre

  • The purpose of this role is to identify and provide technical solutions in support of the sales team for Contact Centre business. The role also collaborates with other Domain Architects (including Enterprise Architects and Consulting Architects) to develop solutions composed of multiple technologies to address clients and prospects business needs in a converged ICT services market. 
  • The position plays a key role in the sales engagement process, driving both customer experience and financial outcomes through providing specialist technical and pre-sales solutions. The role also provides a key link between the sales and professional services delivery teams. 
  • The position requires awareness to work in line with the agreed sales business drivers through: 
  • Demonstration of market / industry experience and knowledge assistance in sales (measurable by participation in successful sales). 
  • Progression and maintenance of vendor relationships (measurable by sales leads and vendor participation/cooperation in sales activities). 
  • Provide technical leadership and mentoring to other Solution Architects and Engineers in the team. 

  • Must be a graduate of an IT or Engineering related degree or diploma 
  • Information & Communications Technology (ICT) technical & design background with a minimum of 10 years CC solution design and projects delivery experience 
  • Experience in and knowledge of Contact Centre technologies, applications, operations and management 
  • Strong commercial acumen with excellent analytical and problem solving skills. 
  • Excellent communication skills, both written and verbal with good Presentation skills 
  • Customer and vendor management skills. 
  • Business and technical skills - a trusted advisor. 
  • Consulting & analytical skills. 
  • Microsoft Office applications including Visio, Project. 
  • Experienced in voice & CC projects design and implementation. 
  • Knowledge of major contact centre solutions including: 
  • Cisco UCCE, PCCE, UCCX and CVP, 
  • Cisco HCS platform, 
  • Avaya solution suites including Aura AACC, Elite/ EMC/ AIC and IPO/ IPOCC. 
  • Genesys. 
  • WFM/ WFO/ QM experience (including Verint, Nice, Aspect) 
  • CRM experience related to CC integration (including Siebel, SAP, Microsoft Dynamics, Salesforce) 

Preferred Experience:
  • Experience in SIP architectures and staying abreast of latest technological trends in IP communications related to telephony and Contact Centre. 
  • Experience in Outbound Diallers, Campaign management. 
  • Experience in Email/ Web Chat technologies 
  • Experience in NLSR solutions, including VXML 
  • Specific vertical industry domain knowledge (Finance, Banking, Insurance, Government, Health, etc). 
  • Knowledge and understanding of the importance on interfaces, systems and programming languages, such as - JTAPI, TAPI, ASP, .NET, JAVA, HTML, VXML, Microsoft SQL database, VMWare

About Company

Agensi Pekerjaan Top Talent Recruitment Sdn Bhd

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