Call Center Architect

Kavaliro Orlando, FL Contractor
Orlando, FL
106 days ago

Full Job Description

The detailed responsibilities are as follows:
  • Working with the Infrastructure and Operations (I&O) and Security teams to support incident and problem management activities in-scope for the stabilization efforts
  • Coordinate with the AIMS & GBE Solution Architecture teams for alignment with other related contact center initiatives including the AIMS Wave 2 Project and CRM releases in the contact centers
  • Provide support for developing solution alternatives to address capability gaps that have been identified as priority on the AIMS Stabilization Plan (e.g. IVR Reporting, Workforce Management, QM/QA, Outbound Dialing, etc.)
  • This will require close coordination and alignment with the overall Customer Domain Architecture being maintained by the Business Domain Architecture team
  • Perform Technical Fit Assessments for required RFP(s) and Vendor evaluations
  • Support for required Solution Visions and Solution Designs including the Conceptual and Logical Solution architecture definitions for new capabilities being delivered to the centers
  • Support for delivery planning of any new or updates to existing capabilities in the contact centers