What you’ll be doing
- To lead client engagements to capture and document IT requirements and solutions
- Building secure solutions which will include writing requirements, testing and delivery
- Working across both new and legacy systems, you’ll be exposed to a mixture of client and internal technical projects in order to support the wider business with their everyday functions
- Sharing knowledge of tools and techniques with colleagues, including non-technical personnel
- Leading and contributing to storyboarding and brainstorming exercises
- Running scoping and design meetings or conference calls with clients
- Performing requirements analysis
- Producing technical documentation
- Validating technical solutions before handing over to client, including production of test plans and guidance to other departments on test methodologies
- Delivering cost and business architecture to agreed objectives and to meet cost and quality outcomes
- Maximising client, third party and supplier satisfaction through outstanding delivery
- Developing and supporting systems architecture and infrastructure, engaging with the wider IT teams and build action plans to deliver exceptional service
- Contributing to the design and delivery of the business architecture and technology enablement initiatives
- Seeking to identify continuous improvement opportunities
What you’ll need
- Minimum 10 years’ experience in contact centre solutions/services
- Extensive knowledge of networks, telephony, security, and domain and application services
- A deep understanding of the business challenges facing organisations in relation to the contact centre strategy and customer management
- Background in applications development desirable but not essential
- Previous project management experience beneficial
- Proven experience of solution architecture and solutioning in a multi-channel environment
- Experience of automation, digital technologies, direct management of third-party providers and partners (Desirable)
- Strong and clear verbal and written communication skills
- Industry knowledge including supplier knowledge