Solution Architect - Contact Centre Technologies

Job ID GBS-0606192 Job type Full-time Regular Work country Canada Position type Professional Work city - Any Posted 22-Nov-2013 Travel Up to 4 days a week (home on weekends-based on project requirements) Job area Consulting & Services Business group Global Business Services Job category Architect Business unit ConServ Job role Application Architect Job role skillset Contact Center Commissionable/Sales-Incentive jobs only No

Job description

IBM Global Business Services: Join a Leader. Consult with us. A Solution Architect is needed in the Contact Centre Solutions Practice team within Application Innovation Services. IBM requires the individual to lead the architectural design and implementation of a cross-functional / cross LoB Contact Centre Application Integration Solutions. The Solutions Architect is responsible for translating the client's business requirements into specific system, application or process designs for large, complex or leading-edge solutions. This includes working with client personnel to identify functional requirements, lead others in the identification, justification, design and implementation of the client's contact centre. Application solutions are based on Contact Centre Platform, Routing, Reporting, Computer to Telephony (CTI) and Voice Automation (IVR) technologies. The individual will need to perform project leadership roles with regards to contract and satisfaction delivery. In the normal course of duty, additional responsibilities include serving as lead consulting architect on multiple accounts. In the selling process, proposal development and statements of work will be assigned. Required Skills: - - Proficiency in Client-Server Architecture, Design and Implementation - Experience with Call Recording, Routing, Reporting, IVR, CTI, and Voice Contact Center Technologies - Experience with Cisco Contact Centre, Verint/Witness, Genesys, Avaya solutions. - Knowledge of Network Computing Architecture and related technologies (ie: VoIP) - Strong background in Application Design and Development is need - Project Management Methodologies (WWPMM), processes, and tools. - Project Planning and Estimating - Pre sales and Proposal Development - Client Management Communication/Negotiation: Offers advise to others and works with team members to articulate and provide alternative solutions for implementing project objectives. Negotiates with team members, suppliers, and vendors on schedules for delivery of services. Problem Solving: - Working with IBM team and customer, able to identify business requirements, develops / validates technical solutions for proposals, understands scope of work, creates / reviews cost factors for responsible area, and assures technical QA performed for assigned area.

Required Bachelor's Degree At least 3 years experience in experience with Call Recording, Routing, Reporting, IVR, CTI, and Voice Contact Center Technologies At least 3 years experience in proficiency in Client-Server Architecture, Design and Implementation for call centre technologies At least 3 years experience in experience with Cisco Contact Centre, Verint/Witness, Genesys, Avaya solutions English: Fluent

Preferred Information Technology

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