Call Center Solutions Architect (Remote)
Information Technology company
Information Technology company
W-2 onlyContract486 views
Allentown, PA 18104
Contract
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Client needs an architect who has experience in setting up a call center. This is a staff aug role with immediate start and 6 months duration. The consultant can work remotely in the Eastern time zone and
there is no need to travel.
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 a 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