Digital Channels Architect

Digital Channels Architect plays a crucial role in defining the channel strategy and architecture for our clients. The ideal candidate should have experience in developing integrated business and technology platforms that put the customer at the heart of their business.

• Develop an integrated business and technology platform that puts the customer at the heart of their business.
• Architect and deliver architectural solutions across various customer touch points like call center, kiosk, mobile, web, social, POS, physical store, etc.
• Help clients through customer strategy, customer experience, channel optimizations, and customer journeys.
• Shape and evolve customer experience across various touch points from channel integration perspective.
• Integrate and optimize marketing performance across channels. Advise on, deliver, and embed multi-channel customer service technologies and platforms (Mobile, Web-UI, CMS, Digital Marketing).
• Interest and commitment to personal development particularly in the on-line space.
• Experience of leading teams, demonstrating effective leadership skills, and the ability to deliver results. Willingness to commit significant amounts of time to develop skills across Digital platform technologies.
• End-to-end ownership for Proposal planning and RFP/RFI submission w.r.t Digital Requirements.

• Detailed Knowledge of multiple UI Channels like Mobility (Native/Hybrid), Web (UI, RWD, AWD), Kiosks, etc. Exposure in technologies like Backbone JS, Angular JS, or React is a must.

Knowledge and experience on various technologies associated with integration of UI with backend systems depending on type of transformation (UX, Business, Technology)

Hands-on experience with integration technologies such as REST Web Services, SOA, Microservices (e.g. NodeJS, Spring Boot) etc.

• Ability to create and drive performance management strategy across channels/devices, and having a track record in consulting/working in industry.
• Experience in executing programs using Agile methodology. Knowledge of CI/CD.
• Experience in one or more of the Digital Platform technologies. Examples of such technologies can be Sitecore, AEM, Open-source WCM, or a bespoke/custom application.
• Experience of leading teams, demonstrating effective leadership skills, and the ability to deliver results. Willingness to commit significant amounts of time to develop skills across Digital platform technologies.
• Delivery track record in consulting or working in industry.
• Know-how to address the challenge of migrating from traditional and infrequent interactions with customers (B2C) and brokers (B2B) to a more customer-centric and engaging proposition.
• Experience of defining a vision, strategy, and roadmap for a client in CRM/customer service.
• Understanding/experience of using tools related to customer experience management (CEM).
• Bring an energy and passion to your work, be versatile and collaborative in style, empathetic in nature, confident in content, and focused on outcomes at all levels in the client organization.
• Proficiency and demonstrable work on apps published in AppStore and/or Google Play store.
• Experience with Security libraries to detect device compromises such as Jailbreak, Root detection.
• Experience in integration with AWS/Azure cloud services.

• Experience of defining a vision, strategy, and roadmap for a client in CRM/customer service.

• Delivery track record in consulting or working in industry.
• Willingness to travel.
• Ability to understand and drive UX design processes.
• Knowledge on Automation testing.
• Ability to demonstrate Design Thinking approach to cater to resolving customer problems.
• Experience working with Bluetooth integration of the other.
• Experience in developing multilingual applications.
• Experience in integration with Google Home, Alexa.

• Must Have: B-Tech/BE in IT/CC; AWS or Azure certifications.

• Good to Have: M-Tech/ME in IT/CC. TOGAF or equivalent with desired 8-10 years of relevant work experience. Certification from reputed agency in must-have technologies.