Application Solutions Architect - Contact Centre (Toronto)

Job Description
IBM Global Business Services: Join a Leader. Consult with us.

An Application Solutions Architect is needed in the Interactive Communications (IC)
team within Application Services. IC requires the individual to lead the architectural
design and implementation of a cross-functional / cross LoB Contact Centre
Application Integration Solutions.

The Application Solutions Architect is responsible for translating the client's business
requirements into specific system, application or process designs for large, complex or
leading-edge solutions. This includes working with client personnel to identify functional
requirements, lead others in the identification, justification, design and implementation
of the client's contact centre. Application solutions are based on Contact Centre
Platform, Routing, Reporting, Computer to Telephony (CTI) and Voice Automation
(IVR) technologies. The individual will need to perform project leadership roles with
regards to contract and satisfaction delivery. In the normal course of duty, additional
responsibilities include serving as lead consulting architect on multiple accounts. In the
selling process, proposal development and statements of work will be assigned.

Skills:

  • Proficiency in Client-Server Architecture, Design and Implementation
  • Experience with Call Recording, Routing, Reporting, IVR, CTI, and Voice Contact

Center Technologies
  • Experience with Cisco Contact Centre, Verint/Witness, Genesys, Avaya solutions.
  • Knowledge of Network Computing Architecture and related technologies (ie: VoIP )
  • Strong background in Application Design and Development is need
  • Project Management Methodologies (WWPMM), processes, and tools.
  • Project Planning and Estimating
  • Pre sales and Proposal Development
  • Client Management
  • A post secondary degree or diploma in Computer Science/Engineering, or a related IT discipline.

Communication/Negotiation:
  • Offers advise to others and works with team members to articulate and provide alternative solutions for implementing project objectives. Negotiates with team members, suppliers, and vendors on schedules for delivery of services.
Problem Solving:
  • Working with IBM team and customer, able to identify business requirements, develops / validates technical solutions for proposals, understands scope of work, creates / reviews cost factors for responsible area, and assures technical QA performed for assigned area.


Required Technical and Professional Expertise

Required
  • Bachelor's Degree
  • At least 8 years experience in Voice Contact Centre Technologies
  • English: Fluent


Preferred Tech and Prof Experience

  • Bachelor's Degree
  • At least 10 years experience in Voice Contact Centre Technologies
  • English: Fluent


EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


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