Solution Architect (Contact Center)

Eagle is currently seeking a Solution Architect (Contact Center). This is a twelve (12) month, contract position scheduled to start in July.

Key Responsibilities

The successful candidate will be responsible for:

  • Utilizing experience of Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to provide guidance, thought leadership and operational support as a highly skilled Contact Center advisor for internal and external customers;
  • Driving large contact center projects from an architecture and design perspective including: Call routing, Multi-site virtual centers, Inbound/outbound self-service/queuing and applications, Agent desktop and Deployment approach;
  • Enhancing Contact Center Services division reputation by identifying areas for expansion and improvement both internal and external; this duty requires forward looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications;
  • Working with internal and external customers to identify and produce architectural artifacts;
  • Leading customer meetings to review requirements, solutions and issues relating to the delivery of both customer based and internal projects;
  • Participating in solution and/or services planning and objective setting in both customer and internal setting;
  • Acting as the communication liaison with customers regarding overall end to end architectural solutions;
  • Performing service level agreement negotiation and documentation;
  • Providing quality assurance services on projects to ensure that the quality of delivered solutions reflects what was proposed;
  • Utilizing in-depth knowledge, experience, and insight to address client's business issues (which may include client, industry, or technology related pressures) with solutions that improve the client's return on investment. Identify, gather, analyze, and develop client data relevant to developing architectural solutions and strategies and provide the necessary architectural artifacts;
  • Working with other internal teams to leverage knowledge, tools, and training in order to optimize solution delivery, quality, and costs;
  • Participating and assisting in settling the long-term direction, roadmaps, and standards for solutions, ensuring they align to the overall enterprise architecture;
  • Ability to assess application and system performance and provide recommendations;
  • Determining strategies that will enable the organization to move forward;
  • Providing strategic leadership and direction for assigned portfolio of service(s) or customer(s);
  • Participating in, and/or is responsible for the creation and reuse of intellectual capital;
  • Identifying opportunities to position itself as an industry leader and attract prospective customers;
  • Participating actively in knowledge sharing activities like communities of practice, forums, conferences, and/or other knowledge exchanges;
  • Evaluating fit to organization and corresponding value by proactively expanding knowledge of industry trends, vendor roadmaps, and applying that knowledge;
  • Providing thought leadership, guidance, and training of staff, so that business objectives and customer’s requirements are met;
  • Providing leadership to project managers and account teams during all phases of the delivery life cycle;
  • Mentoring junior employees;
  • Providing leadership and guidance to solutions staff so that business objectives and customers’ requirements are met;
  • Exhibiting teamwork at high levels of internal and client management in developing architectural solutions;
  • Identifying and coordinating learning and development initiatives for teams;
  • Leading cross-functional teams as required for multi-disciplinary initiatives;
  • Participating in the development of solutions that meet the customer’s business objectives and company’s revenue, cost, gross profit, and other targets;
  • Forecasting requirements related to strategic projects, preparing project budgets as required, and initiating corrective actions as required;
  • Managing and delivering financial results for assigned area of responsibility; and, 
  • Exhibiting a high degree of confidentiality to meet business objectives and customer requirements.

Don’t miss out on this opportunity, apply online today!

Eagle is an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted. Please note that your application does not signify the beginning of employment with Eagle and that employment with Eagle will only commence when placed on an assignment as a temporary employee of Eagle.
  • Posted On: July 16, 2020
  • Job Type: Contract
  • Job ID: 67144
  • Location: Regina SK