Technical Lead for Contact Centre Solutions
4 weeks ago
Job Title: Solutions Architect
Job Summary: We are seeking an experienced Solutions Architect to design and oversee the implementation of contact centre technology solutions, with a focus on our SVS (Service Virtualization System) platform.
About the Role: This role is crucial in shaping the technical direction of our customer service capabilities across our international banking operations.
- Key Responsibilities:
- Design and develop comprehensive solution architectures for contact centre technology initiatives, ensuring alignment with business objectives and IT strategy.
- Collaborate with project managers, business analysts, and stakeholders to translate business requirements into technical specifications.
- Lead the evaluation and selection of appropriate technologies and platforms for contact centre solutions.
- Provide technical leadership and guidance to development teams throughout the project lifecycle.
- Ensure that solution designs adhere to banking industry standards, regulatory requirements, and internal policies.
- Develop and maintain solution architecture documentation, including diagrams, models, and technical specifications.
- Identify and mitigate technical risks associated with proposed solutions.
- Stay current with emerging technologies and industry trends in contact centre solutions and banking technology.
Requirements: Proven experience as a Solution Architect in the banking or financial services sector, in-depth knowledge of contact centre technologies, particularly SVS platforms and servicing tools, and strong understanding of enterprise architecture principles and frameworks.
Preferred Qualifications: Relevant architecture certifications, Bachelor's or Master's degree in Computer Science, Information Technology, or related field, and knowledge of regulatory requirements in banking customer service operations.
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