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Contact Center Solutions Architect

2 months ago

Irving, Texas, United States Hispanic Technology Executive Council Full time
About Citi

Citi is a leading global bank with a presence in over 160 countries and jurisdictions, serving approximately 200 million customer accounts. Our mission is to create economic value that is systemically responsible and in the best interests of our clients.

Job Summary

We are seeking a highly skilled Contact Center Solutions Architect to join our team. As a key member of our Operations & Technology team, you will be responsible for designing, implementing, and supporting cloud contact center solutions that meet the needs of our clients.

Responsibilities
  • Architect and implement cloud contact center solutions that integrate with other Citi systems to deliver business value.
  • Work closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company's goals.
  • Develop and manage the program roadmap, defining program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.
  • Identify and manage dependencies between projects within the program, communicating program status, risks, and issues to stakeholders and executive leadership.
  • Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions, implementing and managing program governance standards and processes.
  • Identify, assess, and manage program risks, developing mitigation strategies where necessary, ensuring proactive problem resolution and escalating issues as appropriate to minimize impact on program success.
  • Make recommendations for cost optimization and efficiency improvements, managing vendor relationships, and solving high-impact problems/projects to restore services.
  • Provide Root Cause Analysis (RCA) post-restoration of service, design testing approaches, complex processes, and assist with the automation of repetitive tasks, providing technical/strategic direction to team members.
  • Review requirement documents, define software requirements, and update processes and procedures as necessary, ensuring ongoing compliance with regulatory requirements, conducting project-related research, and exercising independence of judgment and autonomy.
Qualifications
  • Bachelor's degree in computer science, information technology, or a related field.
  • 3 or more years of experience in NICE CXone and/or Genesys CX environments, with experience in software development, including design, custom, and common coding (JavaScript, Python, Java, C#), and testing of real-time systems.
  • Experience with enterprise-level CCaaS architecture for complex business needs, creating and presenting to executive-level stakeholders (technical and non-technical), and excellent customer-facing presentation skills.
  • Existing knowledge and/or industry certifications for NICE CXone and/or Genesys CX and process automation technologies, Contact Center as a Service (CCaaS) software management, and domain experience.
Business Optimization

Deep skills around business analysis/call centers, experience in the KPIs and best practices of call centers and their operations, with proficiency in products like Confluence, JIRA, and strong technical, analytical, and problem-solving skills.

Engineering Services

Experience in specialized technical & functional areas, deep technical expertise around software engineering, programming languages, integration, and/or databases, with analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter, and ability to establish and maintain strong working relationships with key internal associates and partners.

Education

Bachelor's/University degree, Master's degree preferred.

Job Family Group

Technology

Job Family

Infrastructure

Time Type

Full time

Primary Location

Irving, Texas, United States

Primary Location Full Time Salary Range

$125,000 - $188,640.00

Citi offers competitive employee benefits, including:
  • Medical, dental & vision coverage
  • 401(k)
  • Life, accident, and disability insurance
  • Wellness programs

Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.