Lead Technical Architect/Cisco - Contact Center

Lead Technical Architect/Cisco - Contact Center-13008654

Description
Customer Contact Capabilities (CCC) supports AXP's contact centers across the globe for all lines of business. CCC is engaged on numerous strategic, multi-year initiatives supporting core capabilities such as Outbound Contacts, Contact Monitoring Unified Contact Management and Network Integration Services.

We currently have 2 openings located in Phoenix or Salt Lake City, with strong linkages to team members in India, Brighton and Florida. The primary focus is building out the global platform for Unified Contact Management Platform(UCMP).

Responsibilities:

Be active, hands on technical resource that will bring everything together; define solutions, help configure and resolve infrastructure issues in all UCMP environments

Ability to take create and deliver solutions within UCMP - obtain business sponsorship, proven track records with taking complex global initiatives and putting logic and structure behind delivery

Serve as an expert technical resource and trusted advisor to business partners, and development teams

Proven ability to lead teams through a structured development methodology

Create and maintain strategic & tactical architecture plans, that support World Servicing and CCC blueprints

Provide consulting and technical expertise to business partners, architects and developers; identify and drive opportunities for reuse both within and outside of CCC platforms

Provide direct support to the CCC portfolio architect and drive alignment of architectural decisions with peers across multiple portfolios

Review designs by development teams to ensure solutions are viable, scalable, and will meet performance standards and requirements

Provide architectural governance by leading Project Governance Board/JADR processes and reviewing project technical artifacts to ensure architectural alignment

Responsible for ensuring that the UCMP based development is engineered and delivered according to specifications in terms of business requirements, application design and performance

Ability to negotiate amongst multiple technical options, and make solution decisions with varying levels of information

Qualifications

Experienced hands-on experience with Cisco UCCE products

6+ years of proven experience in delivery of large projects with distributed teams building call delivery platforms that will manage agent definition and skill management to Cisco UCMP with UCCE products

Strong demonstrated, hands-on experience in enterprise level Java development, CIP protocol and creating roadmaps

Preferred certifications - CCNA, CCNP or CISSP

Creative thinker, able to combine technical skills with overall understanding of business operations and strategy

Thorough understanding of scalable, secure and robust n-tier architectures for achieving end-to-end performance, scalability, availability, reliability, usability, configurability, integration and security

Strategic thinker, able to combine technical skills with overall business strategy to generate creative solutions

Excellent verbal and written communication skills; demonstrated ability to work with business partners and articulate technical trends/concepts and design/implementation considerations

Experience with call center related Telephony and Voice Servicing applications (eg, Call Recorders, ACD, CTI integration)

Provides technical expertise in diagnoses and resolution of complex issues involving multiple IT teams and third parties vendors

Bachelor or Master's Degree in Computer Science or Information Technologies

Flexible to travel domestic and international when necessary. Less than 10%.

Job: Amex Technologies
Primary Location: US-Arizona-Phoenix

Other Locations
US-Utah-Salt Lake City
Schedule: Full-time