Job Title : IVR Application Architect -
Contact Center Solutions
Location STL/Bloomington, IL/Franklin Lakes,
Duration : Full time - Direct Hire
Interview process : Skype is must
Visa status : *US citizens, GCH.
Salary Requirements: Up to $ 120K/year plus 20% or higher Performance Based
10% Travel (domestic)
The IVR Application Architect will be responsible for design, develop and
implement highly scalable and reliable IVR based Contact Center systems.
. Focus and specialization in large scale multi-site contact center based
. Provide the technical leadership in implementing short and long term IT
strategies for contact center solutions, transform the strategies into
prioritized initiatives, and socialize with interested parties.
. Partner with application teams to enable the efficient and optimal use
of company's technology assets, ensuring adherence to IT Strategy,
Guidelines and Architecture Transformation.
. Work with Enterprise architecture teams and provide guidance and input
to Reference Architecture and represent contact center related architecture
. Continuously evaluate industry standards, best practices and technology
trends for their ability to support and enhance Contact Center and Customer
. Provide in-depth technical consultation to business partners and IT
management/development to ensure development of efficient application
systems utilizing established standards, procedures and methodologies
. Review, identify and provide performance recommendations to delivery,
capacity planning and systems administration teams.
. Ensure that proposed solutions are secure and protected, and identify
and help remediate any security gaps.
. Understand Contact Center specific regulations such as TCPA, and ensure
delivered solutions are compliant.
. Responsible for large scale implementations and transformations through
managing multiple stakeholders at all levels (business, technical and
regulatory); understands and addresses organizational barriers.
. Work with leaders of cross-functional teams sharing process
improvements including engineering, system test, product management,
operations, and quality.
. As a technical leader, this person is able to balance a wide-range of
initiatives and manage relationships with other IT leaders.
. This individual should be a diverse IT resource who ranges from
reviewing code with a developer to being effective at explaining complex IT
challenges to a non-technical executive.
. Passion for making the customer experience delightful and empathy
needed to work in the healthcare industry
. Bachelor's Degree in Computer Science with 10+ years' IT experience
. Direct experience implementing high volume Contact Center Solutions.
. Minimum of 8+ years of hands on development required (Java preferred)
. Experience designing and delivering large scale Contact Center
Solutions (5,000+ Seat, 100,000+ daily call volume)
. Experience with fault tolerant geographically diverse, highly available
. Experience with large scale outage recovery for contact centers
. Has in-depth knowledge of the following technologies:
o AOM / Proactive Notification
o Speech Recognition and Text To Speech
o Open Standards specific to contact centers such as VXML, MRCP, GRXML,
o Predictive / Progressive and Preview Dialing
o Skills Based Routing / Intelligent Routing
o Contact Center Reporting
o Screen Pop
o Omni Channel communication (Text, Email, Voice, Social Media etc.)
o Linux, AIX and Windows OS
. Intimate knowledge of Genesys based solutions is a plus
. Familiar with Contact Center Infrastructure and capabilities such as:
o Call Recording
o Avaya ACD
o Aspect WFM
. Deep knowledge of current technologies including Open Source, J2EE
(JSP, Servlet, JSP, etc.), web application development, web services
(REST/SOAP/XML), Rich Internet Applications, messaging infrastructures and
. Experience with integrating with Mainframe systems, MQ, Data power,
Broad vision a plus
. Ability to organize and coordinate cross-functional technical and
. Comprehension and demonstrated knowledge of software development
lifecycle, including financial management, agile software development
methodologies, values, and procedures.
. Familiarity with producing conceptual prototypes to visualize &
demonstrate key concepts/capabilities to stakeholders.
. Solid communication skills (written & oral) with the ability to prepare
clear and concise presentations, technical design / architecture
specifications, status and other written artifacts.
. Demonstrate the ability to work with and clarify vague and ambiguous
. Able to communicate and drive technology architectures, design
patterns, architecture frameworks and software development/testing
methodologies to developers, designers, business analysts, test engineers
. Key strengths include: leadership, team building, problem solving,
analytic thinking, decision making, coaching, relationship building and
. Proven success coaching large, geographically distributed development
. Able to prepare clear and concise presentations / updates specifically
targeted for senior leadership.
. Certified in Agile or 2+ years' experience working in an agile
. Experience with health care or PBM industry very helpful
. Willingness to work a flexible schedule to accommodate project
. Willingness to travel limited amounts
More Information About the Job
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Thanks and Regards,
SOVEREIGN TECHNOLOGIES LLC
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