MAXIMUS

  • Contact Center Solution Architect

    Job Locations US-VA-Falls Church
    Posted Date 5 months ago(9/3/2019 1:59 PM)
    Requisition ID
    2019-43813
    # of Openings
    1
    Job Schedule
    Regular Full-Time
  •  

    Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

    Job Description Summary

    Job RESPONSIBILITIES/DUTIES:
    •Analyzes functional business requirements and design specifications for developing IVR scripting based on experience with one or more platforms (Aspect / Genesys GVP/ Cisco / Avaya IVR).
    •Design, develop, enhance and implement integrated contact solutions with other CRM solutions and external systems.
    •Analyzes database schemas to facilitate and develop accurate custom reporting.
    •As required, provide hands-on support to troubleshoot, diagnose, and resolve business impacting service outages.
    •Functional understanding of the systems supported and the development of a framework for system implementation and maintenance.
    •A senior Telephony architect with at least 10+ years of experience designing, implementing, supporting large complex enterprise custom solutions involving multiple vendors and contact centers.
    •Architects, designs, and help implement and maintain large complex enterprise solutions using custom tools with t AWS cloud enabled solution.
    •Architects and helps integrates custom tools technologies into the AWS platform
    •Experience designing, implementing and operating cloud-native systems and services at scale, including open-source and commercial third-party solutions.
    •Experience architecting and building infrastructure, using infrastructure as code technologies such as Terraform and CloudFormation.
    •Experience and knowledge of administering at least one cloud provider, preferably AWS
    •Experience designing federated access environments
    •Contribute to the creation of a massively scalable, highly available SaaS platform.
    •Design and develop high-volume, high-performance, high-availability, concurrent Java applications using proven Java frameworks and technologies
    •Advanced trouble shooting skills required as issues arise to include working with NOC / SOC teams as required
    •Communicates effectively with executives, business owners, architects, project managers, and developers.
    •Negotiates exact technical requirements with vendors;, and writes technical contract specifications and proposals.
    •Assist in evaluating and certifying available vendor offerings to establish voice and network architecture solutions, planning future enhancements and directions for the overall contact center offering.
    •Experience with Contact Center data model and reporting, DB optimization/performance tuning and SQL

    REQUIRED QUALIFICATIONS:
    •Applied knowledge of either Genesys , Aspect, Cisco, or Avaya platforms
    •Applied knowledge of contact center environments and applications.
    •Applied knowledge of creating API’s, web services calls, DLL creation.
    •General knowledge of WAN and LAN technologies
    •Thorough knowledge of information systems concepts and terminology
    •Strong work ethic with an emphasis on service and quality
    •Experience in designing, planning, and implementing contact center solutions.
    •Must have good verbal, written, interpersonal, and presentation skills
    •Ability to interact effectively at all levels and work constructively in an international diverse team environment with sensitivity to cultural diversity
    •Ability to solve practical problems and carry out responsibilities under general to minimal supervision
    •Demonstrated ability to achieve results under limited supervision
    •Ability to organize workload for effective implementation
    •Strong customer and results driven attitude
    •Ability to function as an effective team member
    •Ability to adapt as the external environment and organization evolves

    EDUCATION AND EXPERIENCE
    •Bachelor’s Degree in Computer Science, Information Technology or related experience in field
    •12+ years of related industry experience
    •8+ years of experience in Information Technology industries.
    •Expert level knowledge of VOIP/SIP
    •Expert level experience with IP administration and management
    •Conceptual understanding of Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP, and Subnets

    PREFERRED QUALIFICATIONS:
    •5+ years of experience in Contact (Call Center) industries
    •5+ years of experience implementing CRM solutions integrated with Contact (Call Center) technologies
    •5+ years of experience in contact center architecture, implementation, integration & support
    •5+ years of experience in SIP, VoIP
    •Knowledge of Call Center and NOC metrics
    •ITIL Certification or proven experience working in an ITIL environment

     

    Essential Duties and Responsibilities:
    - Responsible for the architectural integrity of the program and maintaining the enterprise vision of the solution from a technical and business perspective.
    - Ensure that opportunities are identified and is a liaison between the functional and business groups to ensure that these opportunities are realized.
    - Responsible for the business/technical solution and guiding what should be done within the program to ensure alignment with the enterprise strategy.
    - Provide technical design, prototype development, and support to program management in the initiation, design, development, implementation, maintenance and management of service- based enterprise architecture.
    - Play a key role of migrating three enterprise applications into a consolidated application which leverages DevOps, cloud computing, and Data Lake / big data technologies.
    - Ensure adherence to the standards and solution.
    - Lead enterprise architecture analysis, evaluation, design, integration, documentation, and development.
    - Serve as technical liaison between program management and development stakeholders.
    - Make key architectural decisions required of the enterprise technical platform and supporting technologies.
    - Evaluate projects from a business and technical perspective, ensuring that planned development methodologies are appropriate and in line to support enterprise goals.
    - Partner with leaders to provide enterprise solutions that are calculable, adaptable and in synchronization with evolving business requirements.
    - Contribute to technical requirements and input to work plans, schedules, project estimates, resource plans and status reports.
    - Ensure adherence to quality standards and technical reviews for enterprise architecture deliverables.
    - Work to align enterprise IT strategy with business goals and objectives and the enterprise strategy.
    - Actively support IT governance as it relates to alignment to the business, evaluation of technology trends, enterprise architecture models, alignment of IT strategy initiatives, enterprise architecture guiding principles and standards.
    - Analyze technology industry and market trends to determine potential impact to enterprise services.

    Minimum Requirements:
    - Typically requires an advanced technical degree and a minimum of 12 years in progressively responsible positions.
    - Individual contributor who oversees large, technically complex projects.
    - Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues.
    - Position is recognized as a subject matter expert within a particular discipline.
    - Some barriers to entry exist at this level (Sr Executive approval).
    - Knowledgeable of emerging trends and may contribute to and influence best practices within discipline.

     

    • Job RESPONSIBILITIES/DUTIES:
    • Maintain responsibility for reviewing RFIs, RFPs and RFQs, to architect and propose end-to-end technology solutions
    • Engage with Sales and Operations teams to understand business requirements, lead solutions design and support implementation
    • Provide technical solution support during the proposal process, including proposing technical architecture, solution design, and implementation methodology
    • Develop and provide technical solution presentations to both internal and external stakeholders
    • Design and develop prototype solutions for presentation to customer on various technology platforms
    • Install, configure and develop prototype solutions on SOA and BPM platforms
    • Closely coordinate and engage other program/project resources to support the development of prototype solutions
    • Support program/project implementations, as required, including leading and managing technical teams to deliver a solution
    • Assess issues and/or project related challenges to propose technology solutions
    • Provide technology solutions lifecycle support to include opportunity assessment, solution design, capture and proposal support and implementation support

    • Functional understanding of the systems supported and the development of a framework for system implementation and maintenance.
      •A senior architect with at least 10+ years of experience designing, implementing, supporting large complex enterprise custom solutions involving multiple vendors and contact centers.
      •Architects, designs, and help implement and maintain large complex enterprise solutions using custom tools with cloud enabled (AWS) solutions.
      •Architects and helps integrates custom tools technologies into cloud (AWS) platform
      •Contribute to the creation of a massively scalable, highly available SaaS platform.
      •Communicates effectively with executives, business owners, architects, project managers, and developers.
      •Negotiates exact technical requirements with vendors;, and writes technical contract specifications and proposals.
      •Assist in evaluating and certifying available vendor offerings to establish voice and network architecture solutions, planning future enhancements and directions for the overall contact center offering.

      REQUIRED QUALIFICATIONS:
      •Applied knowledge of contact center environments and applications.
      •Applied knowledge of creating API’s, web services calls, DLL creation.
      •General knowledge of WAN and LAN technologies
      •Thorough knowledge of information systems concepts and terminology
      •Strong work ethic with an emphasis on service and quality
      •Experience in designing, planning, and implementing contact center solutions.
      •Must have good verbal, written, interpersonal, and presentation skills
      •Ability to solve practical problems and carry out responsibilities under general to minimal supervision
      •Demonstrated ability to achieve results under limited supervision
      •Ability to organize workload for effective implementation
      •Strong customer and results driven attitude
      •Ability to function as an effective team member
      •Ability to adapt as the external environment and organization evolves

      EDUCATION AND EXPERIENCE
      •Bachelor’s Degree in Computer Science, Information Technology or related experience in field
      •12+ years of related industry experience
      •8+ years of experience in developing Web service APIs
      •8+ years of experience in Information Technology industries
      •Expert level experience with IP administration and management
      •Testing, provisioning, operations and emergency response for ongoing VOIP network operations
      •Conceptual understanding of Routers, Switches, Hubs, Firewalls, Domains, DNS, DHCP, and Subnets

      PREFERRED QUALIFICATIONS:

      •5+ years of experience in Contact (Call Center) industries
      •5+ years of experience implementing CRM solution integration with Contact (Call Center) technologies
      •5+ years of experience in contact center architecture, implementation, integration & support
      •Knowledge of Call Center and NOC metrics
      •HIPAA Security

     

    • Job Description

    Essential Duties and Responsibilities:
    - Responsible for the architectural integrity of the program and maintaining the enterprise vision of the solution from a technical and business perspective.
    - Ensure that opportunities are identified and is a liaison between the functional and business groups to ensure that these opportunities are realized.
    - Responsible for the business/technical solution and guiding what should be done within the program to ensure alignment with the enterprise strategy.
    - Provide technical design, prototype development, and support to program management in the initiation, design, development, implementation, maintenance and management of service- based enterprise architecture.
    - Ensure adherence to the standards and solution.
    - Lead enterprise architecture analysis, evaluation, design, integration, documentation, and development.
    - Serve as technical liaison between program management and development stakeholders.
    - Make key architectural decisions required of the enterprise technical platform and supporting technologies.
    - Evaluate projects from a business and technical perspective, ensuring that planned development methodologies are appropriate and in line to support enterprise goals.
    - Partner with leaders to provide enterprise solutions that are calculable, adaptable and in synchronization with evolving business requirements.
    - Contribute to technical requirements and input to work plans, schedules, project estimates, resource plans and status reports.
    - Ensure adherence to quality standards and technical reviews for enterprise architecture deliverables.
    - Work to align enterprise IT strategy with business goals and objectives and the enterprise strategy.
    - Actively support IT governance as it relates to alignment to the business, evaluation of technology trends, enterprise architecture models, alignment of IT strategy initiatives, enterprise architecture guiding principles and standards.
    - Analyze technology industry and market trends to determine potential impact to enterprise services.

    Minimum Requirements:
    - Typically requires an advanced technical degree and a minimum of 12 years in progressively responsible positions.
    - Individual contributor who oversees large, technically complex projects.
    - Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues.
    - Position is recognized as a subject matter expert within a particular discipline.
    - Knowledgeable of emerging trends and may contribute to and influence best practices within discipline.

     

    EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

    Apply/Socialize

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Need help finding the right job?

    We can recommend jobs specifically for you! Click here to get started.