Application Solutions Architect- Contact Centre

IntroductionAs an IBM Application Architect, you directly help clients transform their business and solve complex problems. You will define ...

IntroductionAs an IBM Application Architect, you directly help clients transform their business and solve complex problems. You will define the scope and vision for projects that deliver customized solutions using your knowledge of IBM platforms. You are a technical leader, serving as a liaison among business partners, technical resources, and project stakeholders.Your Role and Responsibilitieshe Application 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 Platforms, Omnichannel Routing, Reporting, Digital and Social Media channels, 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.Skills:- Proficiency in Client-Server Architecture, Design and Implementation- Experience with Call Recording, Routing, Reporting, IVR, CTI, Voice and Digital Contact Center Technologies- Experience with Genesys, Cisco Contact Centre, Verint, NICE, Five9 or Amazon Connect 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- A post secondary degree or diploma in Computer Science/Engineering, or a related IT discipline.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 QAperformed for assigned area.Required Technical and Professional ExpertiseRequired Professional and Technical Expertise :Bachelor's DegreeAt least 5 years experience in Voice Contact Centre TechnologiesPreferred Professional and Technical Expertise :Bachelor's DegreeAt least 5 years experience in Voice Contact Centre TechnologiesEnglish: FluentPreferred Technical and Professional ExpertiseBachelor's DegreeAt least 5 years experience in Voice Contact Centre TechnologiesEnglish: FluentAbout Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.Your matters to you when you're looking for your next career challenge?Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.Impact. Inclusion. Infinite Experiences. Do your best work ever.About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.Location StatementIBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:*12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.*World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.*Well-being programs to support mental and physical health.*Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).*Select educational reimbursement opportunities.*Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.*Giving and volunteer programs to benefit charitable organizations and local communities.*Discounts on retail products, services, and experiences.We consider qualified applicants with criminal histories, consistent with applicable law.Being is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.