Job Title                                : IVR Application Architect -
Contact Center Solutions

Location                                STL/Bloomington, IL/Franklin Lakes,
NJ

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
Bonuses

10% Travel (domestic)

 

OVERVIEW:

The IVR Application Architect will be responsible for design, develop and
implement highly scalable and reliable IVR based Contact Center systems.  

 

ESSENTIAL FUNCTIONS:

 

.    Focus and specialization in large scale multi-site contact center based
solutions

.    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
needs

.    Continuously evaluate industry standards, best practices and technology
trends for their ability to support and enhance Contact Center and Customer
Engagement.

.    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

 

 

QUALIFICATIONS:

.    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
system design 

.    Experience with large scale outage recovery for contact centers

.    Has in-depth knowledge of the following technologies: 

o    IVR

o    AOM / Proactive Notification

o    SIP

o    Speech Recognition and Text To Speech

o    Open Standards specific to contact centers such as VXML, MRCP, GRXML,
SIP

o    Predictive / Progressive and Preview Dialing

o    Skills Based Routing / Intelligent Routing

o    CTI

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
databases.

.    Experience with integrating with Mainframe systems, MQ, Data power,
Broad vision a plus

.    Ability to organize and coordinate cross-functional technical and
business teams. 

.    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
initiatives. 

.    Able to communicate and drive technology architectures, design
patterns, architecture frameworks and software development/testing
methodologies to developers, designers, business analysts, test engineers
and testers.

.    Key strengths include: leadership, team building, problem solving,
analytic thinking, decision making, coaching, relationship building and
adaptability 

.    Proven success coaching large, geographically distributed development
teams.

.    Able to prepare clear and concise presentations / updates specifically
targeted for senior leadership.

.    Certified in Agile or 2+ years' experience working in an agile
methodology preferred.

.    Experience with health care or PBM industry very helpful

.    Willingness to work a flexible schedule to accommodate project
deadlines 

.    Willingness to travel limited amounts

More Information About the Job

 

 

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Thanks and Regards,

Sridhar Reddy

cid:image001.png@01D15E87.3C3ECE80

 

SOVEREIGN TECHNOLOGIES LLC

Phone: 513-223-5979
 <mailto:u...@sovereigntec.com> srid...@sovereigntec.com

www.sovereigntec.com <http://www.sovereigntec.com/> 

 

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