Contact Center Solutions Architect

1 week ago

Irving, Texas, United States Citigroup Full time
About Citigroup

Citigroup is a leading global bank with a presence in over 160 countries and jurisdictions. We provide a wide range of financial products and services to consumers, corporations, governments, and institutions.

Job Summary

We are seeking a highly skilled Contact Center Solutions Architect to join our team. The successful candidate will be responsible for designing, implementing, and supporting cloud contact center solutions for our global operations.

Key Responsibilities
  • Design and implement cloud contact center infrastructure to meet business requirements
  • Collaborate with cross-functional teams to achieve project objectives and align with company goals
  • Develop and manage program roadmaps to ensure successful implementation of cloud contact center solutions
  • Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders
  • Identify and manage dependencies between projects within the program
  • Communicate program status, risks, and issues to stakeholders and executive leadership
  • Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions
  • Implement and manage program governance standards and processes
  • Identify, assess, and manage program risks, developing mitigation strategies where necessary
  • Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success
  • Make recommendations for cost optimization and efficiency improvements
  • Manage vendor relationships
  • Solve high-impact problems and provide resolution to restore services
  • Provide Root Cause Analysis (RCA) post restoration of service
  • Design testing approaches, complex processes, and assist with automation of repetitive tasks
  • Provide technical and strategic direction to team members
  • Review requirement documents, define software requirements, and update processes and procedures as necessary
  • Ensure ongoing compliance with regulatory requirements
  • Conduct project-related research
Requirements
  • 3+ years of experience in NICE CXone and/or Genesys CX environments
  • 3+ years of hands-on experience in software development, including design, custom, and common coding (JavaScript, nodejs), and testing of real-time systems
  • 3+ years of experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA-based web services
  • Understanding of OOP and efficient programming concepts to reduce tech debt
  • Experience with enterprise-level CCaaS architecture for complex business needs
  • Experience creating and presenting to executive-level stakeholders (technical and non-technical)
  • Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences
  • 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
  • NICE CXone and CXone Studio experience
  • Genesys CX Architect experience
  • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
  • Engineering Services: experience in specialized technical and functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases
  • Proficiency in productivity applications like Confluence, JIRA
  • Strong technical, analytical, and problem-solving skills
  • Ability to establish and maintain strong working relationships with key internal associates and partners
  • Self-motivated, attention to detail, and excellent judgment skills
  • 5+ years of experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions
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

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