Job
Description
Skill required: Tech for Operations - Technology Architecture Designation: Solution Architecture Manager Qualifications: BE/Any Graduation/Master of Engineering Years of Experience: 13 to 18 years What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results We work closely with the sales, offering and delivery teams to identify and build innovative solutions The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results Works closely with the sales, offering and delivery teams to identify and build innovative solutions Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases What are we looking for Candidate should have strong expertise in the Genesys Contact Center platformThis is the technical role on voice & contact center capability Should be skilled on solutioning global transformation and digitization projects services like Lex, OB Dialer, Omnichannel and other latest BPO industry business/customer experience enhancementShould have sound knowledge on global voice compliance and regulatory guidelinesUnderstanding of CCaaS pricing model and ways for cost optimizationSupporting voice & cloud contact center technology globallyPlaying a role of SME & engaged in solutioning for existing and new customers Provide operational support for any escalated and complex issuesIn the past career, preferred Hands-on Genesys contact center experienceIndustry certifications in the Field of Voice A basic understanding on LAN/WAN (routers and switches) Microsoft OCS/Lynch and Unified messagingVoice experience with emphasis on Cisco platform with proven design/integration competence with Telcos ( Across Globe) and different PBX vendors ( Nortel, Cisco etc) Good Experience with call center technology ( Cisco IPCC) such as ACD (Automatic call distributions), ACD reporting tools, Voice recording solutions including data/screen recording (Nice, Witness etc), WFM (work force management tool) from IEX, Aspect etc Roles and Responsibilities: Focusing on the Contact center technology design & standards related work across all Accenture locations globally, reporting to the regional Technology Architecture & Standards Team Lead Develop detailed technology designs, budgets & BOMs for firm and its clients requirements Develop and document detailed designs, and technology migration strategies/integration plans for solutions to be implemented Evaluate solutions from multiple vendors/options & provide recommendationsDevelop & enhance the Contact Center Technology Infrastructure StandardsDevelop detailed device configuration standards documents that will be used globally Perform device configuration audits against the Device Configuration Standards Undertake technology evaluations and present results and recommendations to Senior ManagementEnsure that all technology implementations are inline with the planned technical designLiaise effectively with other groups/teams within AccentureLead global architecture design initiatives on-behalf of the team Contribute to technical operational issues (Tier4) that have been escalated to the team Operational SupportResolve detailed technical operational issues(L4) that have been escalated to the team and are within scope of IM&S Network Delivery ArchitectureEngage vendors in problem resolution as appropriate Qualification BE, Any Graduation, Master of Engineering
