The Solution Architect will work closely with the COTS vendor and the product owner to help develop solutions by gaining deep solution knowledge; conducting market research; generating product requirements; determining specifications, production timetables, pricing, capacity management, partnering with Sales and time-integrated plans for product implementation and operations support.
•Closely work with the product owner and the COTS application vendors that are in use with the project initiative
•Assist with writing and solution diagrams for Contact Center government statements of work, RFIs, and RFPs.
•Determine platform configurations, development and implementation aligned to customer requirements on an ongoing basis
•Monitor platform configuration and operations on a regular basis to evaluate, analyze and recommend enhancements and upgrades
•Recommend the nature and scope of present and future product lines by reviewing platform specifications and requirements; appraising new ideas and/or platform changes
•Provide source data for product line communications by defining product marketing communication objectives
•Engage with the product owner to assess capacity and platform availability requirements by reviewing program implementation pipeline and adjusting capacity levels to program schedules
•Coordinate with all other IT team(s) to appropriately engage and support the upkeep of Contact Center platforms
•Provide 24x7 on call support based on critical reported incidents, and coordinates with the COTS vendor and product owner
•Participate and support platform solution architecture for new implementations, enhancements and upgrades
•Serve as the SME for and maintains knowledge of Contact Center solutions
•Assist with the update and maintenance of all platform specific documentation
•Support regular, ongoing platform certification activities (FedRAMP) as required
•Support customer specific Authority To Operate (ATO) activities as required
•Maintain professional and technical knowledge by attending vendor provided platform workshops; reviewing release notes, professional publications; establishing personal networks; participating in professional societies
•Contribute to team effort by accomplishing related results as needed
•Bachelor’s degree from an accredited college or university required
•At least twelve (12) years of experience in software development or infrastructure
•At least ten (10) years of experience with Contact Center technology; IVR, ACD, WFM & Reporting
•At least five (5) years of detailed telephony infrastructure engineering knowledge and experience configuring and supporting (including Switch installation and configuration as well as routing design and platform trouble shooting) one of the following telephony platforms; Cisco, Genesys, Avaya, Amazon Connect or NICE inContact (or like Cloud Contact Center platform)
•2 Years experience on architecting Amazon Connect
•Certification on one or more Contact Center Suites; Cisco, Genesys, Avaya, Amazon Connect or NICE inContact (or like Cloud Contact Center platform)
•Advanced knowledge of networking principles and applications
•Knowledge of the contact center market and related products and industry
•Excellent networking skills, especially with regard to distribution channels and vendor relations
•Ability to manage vendor relationships
•Strong motivational skills, especially when it comes to leading a team
•Up to 25% travel
•Federal or State Government experience preferred
Additional Requirements as per Contract/Client:
•United States Citizenship or Permanent Residency
Essential Duties and Responsibilities:
- Design, develop, implement, maintain, and enhance telecommunication networks, systems and equipment.
- Evaluate company requirements to determine whether an internal or other operating system is more appropriate.
- Conduct project planning, cost analysis and vendor comparisons. Perform traffic study analysis to determine best configuration of systems.
- Analyze existing networks and equipment and identify opportunities for improvement.
- Develop solutions that meet business requirements.
- Engineer new project/upgrading existing projects.
- Support system-wide management, maintenance, and improvements including proactive monitoring, software updates, implementation and integration of new services (end points) and day to day preventative maintenance.
- May mentor and train staff/support teams.
- Requires an advanced technical degree and a minimum of 12 years in progressively responsible positions.
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