Firstsource - Director - Solutions - Contact Center

- This position will support all solutions related to the Contact Center for target verticals. Candidates should have prior experience as an architect in a Contact Center environment and have deep technical and operational understanding of Contact Center functionality.

- Responsibilities will include architecting call center solutions coordinating with Operations and the telephony and Contact Center product communities to design and drive the implementation of Contact Center solutions which meet the strategic needs of the business.

- The candidate will also need to coordinate with the individual business unit leads to ensure solution will satisfy their strategic going-forward requirements. The role of the solution architect within the DECX organization is to understand the business needs of the organization and develop solutions based on Contact Center to satisfy those needs.

- This permanent position is not a hands-on engineer role but more of an internal.

Key Job Accountabilities :

- Conduct internal client assessments which includes as-is, to-be, gap analysis phased technology plans, project plans and audit documentation

- Be responsible for identifying gaps and issues, recommend areas of opportunity, determine potential timing and sequencing of improvement initiatives, and define the costs and benefits of proposed solutions

- Act as a transformation partner between the Contact Center Business Leadership and Technology teams to aid in planning, coordinating and directing the delivery of highly complex business solutions to meet our Contact Center needs.

- Actively governs the key elements of the project through its life cycle, ensuring the delivered solution is aligned with architecture and standards

- Utilize experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers

- Development of strategic designs. Conducting iterative reviews and revisions of design documentation

- Be capable of driving large contact center projects from an architecture and design perspective including:

- Call routing

- Multi-site virtual centers

- Inbound/outbound self-service/queuing and applications

- Agent desktop

- Deployment approach

- Identify technology solutions and applications that meet the internal client's business requirements from both a functional and technical perspective

- Develop internal documentation for Contact Center solutions network and hardware requirements:

- Technical white papers

- Position papers as they relate to technology solutions

- Technical proposals

- Cost proposals and budgetary estimates

- Develop internal documentation for strategic solutions

- Partner with Telecommunications Lead Solutions Architect practice on the development of a technology plan to support the managed services/Day 2 support strategy for the Contact Center support organization

- Collaborates, negotiates, and influences technical direction and decision making with internal clients in order to enable the delivery of quality for contact center solutions

- Enhances DECX reputation by identifying areas for expansion and improvement both internal and external; this duty requires forward looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications

- Identifies new product opportunities as they relate to Contact Center systems

Basic Qualifications :

- Minimum 10 years' experience in contact center related roles

- Minimum 7 years' experience with Contact Center technologies