Contact Centre Systems Architect
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Job Summary
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations and for making a difference to our clients and society. Our workplace embraces diversity and inclusion its a place where you can grow belong and thrive.
The Senior Customer experience Technical Services (TS) Systems Integration Specialist / Technical Lead is an advanced subject matter expert who is involved in highly complex environments for installation integration deployment configuration and fault management.
This role is able to compile technical specifications in a clear concise unambiguous manner to explain the advantages and disadvantages of options leading to the final solution and are able to create alternative solutions as backup planning.
This role works towards expert level certification whilst at the same time developing business knowledge.
Key Responsibilities:
- Interacts with clients on site and remote to meet more complex requirements of a solution.
- Escalates unresolved problems and issues to the relevant third parties.
- Delegates lower complexity tasks to engineers and technicians.
- Assumes responsibility for the coordination of the activities of the engineers in line with performance targets leading by example and monitoring the quality of engineers and technicians work when required.
- Writes reports and proposals and completes and maintains project documentation.
- Assists with the documentation of standard operating procedures relating to installations and fixes.
- Acts as coach and mentor to more junior Implementation Engineers and Technicians.
- Assumes responsibility for the coordination of the activities of the Engineers in line with performance targets.
- May be required to serve periodically on the customer service desk providing third line telephonic remote and on-site support and problem management.
- Included in complex design work with input to the design expected.
- Expected to take ownership of relevant technologies according to domain or specialization.
- Engages vendors for priority escalations or bugs found during deployments.
- Performs any other related task as required.
Knowledge and Attributes:
- Advanced understanding and appreciation of technical design and business principles.
- Advanced project fundamental and administration ability.
- Advanced project fundamentals which are demonstrated in the execution of installations and other assignments.
- Advanced customer engagement skills.
- Advanced relevant domain specialist knowledge.
- Excellent verbal communication skills.
- Client focused and displays a proactive approach to solving problems.
- Advanced ability to coach mentor and provide guidance to team members.
- Ability to take ownership as technical lead during project lifecycle.
Academic Qualifications and Certifications:
- Bachelors degree or equivalent in Information Technology or Computing or related field.
- Relevant technology certifications such as: Genesys Cloud One of Cloud Platform Knowledge (AWS GCP Azure).
- Genesys - Foundational Courses - Genesys Cloud CX - Implementation; Genesys Cloud CX - Contact Centre Administration; Genesys Cloud CX - Reporting and Analytics.
- Genesys - Any Genesys Level 4 Courses: (API GPE/GPR BOT AI etc.)
Required experience:
- Advanced work experience in a technical implementation engineering.
- Advanced experience engaging with clients and conducting presentations.
- Advanced report writing experience.
- Advanced project management experience.
Would be an advantage:
- VoIP protocol knowledge (SIP/RTP WebRTC)
- SQL/non SQL knowledge and using
- Web protocols knowledge REST/SOAP
Languages:
- Polish - native speaker (mandatory)
- English - min. B2 (mandatory)
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30 billion business and technology services leader serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the worlds leading AI and digital infrastructure providers with
unmatched capabilities in enterprise-scale AI cloud security connectivity data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @ email address. If you suspect any fraudulent activity please contact us.
Required Experience:
Staff IC
About Company
NTT drives innovation globally with human-centered technology, creating a connected future for people and communities.
