Solution Architecture Manager

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

• 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