Infrastructure Solutions Architect

The Infrastructure Solutions Architect, Cloud Telephony & Contact Center is a core resource on the Infrastructure Architecture team.

The role holder is responsible for the architecture design, development, delivery, maintenance, administration, and continuous improvement of solutions in Control Risks enterprise Cloud Telephony Contact Systems.

This 'hands-on' position is accountable for the technical components of the platform/capability strategy and lifecycle and will be expected to deliver incremental business value in an agile environment.

The Infrastructure Solutions Architect, Cloud Telephony & Contact Center must be a multi-faceted technologist able to build business-value-based objectives and perform "direct" development and configuration within Control Risks technology ecosystem.

Role tasks and responsibilities:

• Establishing the technical roadmap for the platform or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance.
• Ensure sound integration, data, security, and business architecture design throughout all stages within the platform or capability lifecycle.
• Work with the complex systems infrastructure and make modifications based on their analysis of technical requirements
• Provide the rapid delivery and development of technical solutions that align with business and/or platform outcomes.
• Provide technical expertise for internal and external audits, disaster recovery, ongoing operations, production support, third-party development or implementation services, contract negotiations, and business interactions related to platform or capability systems and services.
• Troubleshoot and resolve technical issues related to platform or capability systems, solutions, and services.
• Innovate and/or drive the continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes.
• Actively participate in a Community of Interest for Application Engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions.
• Develop and maintain deep technical knowledge and expertise related to domain area systems, solutions, services, and applications.
• Working in coordination with the enterprise-wide stakeholders in alignment with DTS needs and requirements
• Architect and lead the design/implementation of a robust, secure and scalable telephony and contact centre technologies
• Where necessary, provide guidance support and for rearchitecting infrastructure configurations based on industry best practice approaches
• Responsible for day-to-day level 3 problem troubleshooting and resolution of the telephony & contact centre environment (properly escalating problems when the need arises)
• Make recommendations for changes when required and ensure the relevant testing and CAB entry has been carried out and approved.
• Regularly review capacity of the platform and raise recommendations for dealing with issues before they impact the business.
• Deliver IT-related projects and provide input into the overall direction of the platform architecture.
• Recommend and execute modifications to the existing platform design to improve efficiency, reliability, and performance.
• Escalates incidents and problems to the Service Delivery Manager when required and ensures a resolution is applied promptly.
• Work closely with Cyber Security to ensure security standards are adhered to and minimize impact to the end user experience
• Work with the broader IT and business organization to deliver solutions, serve as a subject matter expert in telephony and contact centre technology, manage governance and compliance to the company standards, and drive focus on delivering an excellent customer experience.
• Participates in disaster recovery testing and rehearsals.

Requirements

• Five or more years of experience in IT or business/industry
• Three or more years architecting telephony and contact centre technology platforms/solutions
• Proven experience in delivering and supporting cloud-based telephony and contact centre technology, using Microsoft or equivalent technology
• Exposure to contemporary WAN and LAN services
• Experience from large scale global enterprise organizations
• Strong collaborator with exceptional communications skills
• Web technologies (devices, servers, cloud instances, and networking protocols that enable applications and data) experience to include building an enterprise architecture
• Strong experience in designing, integrating and managing complex infrastructure solutions.
• Experience in producing implementation documentation
• Knowledge of project management and delivery methodologies
• Knowledge of Information security compliance standards (ISO27001)
• Experience with Azure/AWS
• Thorough understanding of ITIL framework and best practices
• Extensive VPN and Global network routing implementation and support
• Bachelor's degree or equivalent in Information Technology, Computer Science, Engineering, or related field.
• 5+ years of experience with Computer Telephony Integration (CTI) and Contact/Call center technologies. (Accenture, Avaya, Genesys, NICE, etc.)
• Skilled in Apex, Lightning Web Components, Visualforce, HTML, JavaScript, SOQL, SQL, and Integration knowledge.
• Experience in enterprise practices and standards, cloud technologies, and platform integration.
• Technical or solution architecture experience with projects using Agile and other iterative approaches.
• Strong third-party management skills, working closely with sourcing and vendor managers.
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to key stakeholders and sponsors.

Benefits

• Control Risks offers a competitively positioned compensation and benefits package that is transparent and summarized in the full job offer.
• Control Risks supports hybrid working arrangements, wherever possible, that emphasize the value of in-person time together - in the office and with our clients - while continuing to support flexible and remote working.
• Medical Benefits, Prescription Benefits, FSA, Dental Benefits, Vision Benefits, Life and AD&D, Voluntary Life and AD&D, Disability Benefits, Voluntary Benefits, 401 (K) Retirement, Nationwide Pet Insurance, Employee Assistance Program.
• As an equal opportunities employer, we encourage suitably qualified applicants from a wide range of backgrounds to apply and join us and are fully committed to equal treatment, free from discrimination, of all candidates throughout our recruitment process.