Contact Center Solutions Architect - VP
Company: Hispanic Technology Executive Council
Location: Irving
Posted on: October 23, 2024
Job Description:
About Citi:Citi, the leading global bank, has approximately 200
million customer accounts and does business in more than 160
countries and jurisdictions. Citi provides consumers, corporations,
governments, and institutions with a broad range of financial
products and services, including consumer banking and credit,
corporate and investment banking, securities brokerage, transaction
services, and wealth management.As a bank with a brain and a soul,
Citi creates economic value that is systemically responsible and in
our clients best interests. As a financial institution that touches
every region of the world and every sector that shapes your daily
life, our Operations & Technology teams are charged with a mission
that rivals any large tech company. Our technology solutions are
the foundations of everything we do from keeping the bank safe,
managing global resources, and providing the technical tools our
workers need to be successful to designing our digital architecture
and ensuring our platforms provide a first-class customer
experience. We reimagine client and partner experiences to deliver
excellence through secure, reliable, and efficient services.Our
commitment to diversity includes a workforce that represents the
clients we serve from all walks of life, backgrounds, and origins.
We foster an environment where the best people want to work. We
value and demand respect for others, promote individuals based on
merit, and ensure opportunities for personal development are widely
available to all. Ideal candidates are innovators with well-rounded
backgrounds who bring their authentic selves to work and complement
our culture of delivering results with pride. If you are a problem
solver who seeks passion in your work, come join us. Well enable
growth and progress together.The Infrastructure Technology Lead
Analyst is an intermediate level role responsible for assisting
with LAN / WAN and help desk administration activities, including
network maintenance, technical guidance, and security in
coordination with the Technology Infrastructure team. The overall
objective is to use infrastructure technology knowledge and
identified policies to process data, resolve issues and execute
administrative tasks.
Responsibilities:
- Architect role for Contact Center infrastructure
- Responsible to understand solution in depth and how it
integrates with other Citi systems to deliver business value.
- The role supports all teams globally.
- Works closely with cross-functional teams, including
engineering, product management, operations, and executive
leadership, to achieve project objectives and align them with the
companys goals.
- Develop and manage the program roadmap
- Define program objectives, scope, deliverables, and success
criteria in collaboration with stakeholders.
- Identify and manage dependencies between projects within the
program.
- Communicate program status, risks, and issues to stakeholders
and executive leadership.
- Facilitate stakeholder meetings to review progress, gather
feedback, and make informed decisions.
- Implement and manage program governance standards and
process.
- Identify, assess, and manage program risks, developing
mitigation strategies where necessary.
- Ensure proactive problem resolution and escalate issues as
appropriate to minimize impact on program success.
- Make recommendations for cost optimization and efficiency
improvements.
- Manage vendor relationship.
- Solve/work high impact problems/projects, and provide
resolution to restore services
- Provide Root Cause Analysis (RCA) post restoration of
service
- Design testing approaches, complex processes, and assist with
the automation of repetitive tasks
- Provide technical/strategic direction to team members
- Review requirement documents, define software requirements and
update processes and procedures as necessary
- Ensure ongoing compliance with regulatory requirements
- Conduct project related research
- Has the ability to operate with a limited level of direct
supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team
members.
- Appropriately assess risk when business decisions are made,
demonstrating particular consideration for the firm's reputation
and safeguarding Citigroup, its clients and assets, by driving
compliance with applicable laws, rules and regulations, adhering to
Policy, applying sound ethical judgment regarding personal
behavior, conduct and business practices, and escalating, managing
and reporting control issues with transparency.
Qualifications:
- 3 or more years of experience in NICE CXone and or Genesys CX
environments.
- 3 or more years hands-on experience of software development, to
include design, custom and common coding (JavaScript, nodejs), and
testing of real time systems.
- 3 or more years experience with development and consuming Web
services (SOAP & REST) and clear understanding of SOA based web
services.
- Understanding of OOP and efficient programming concepts to
reduce tech debts.
- Experience with enterprise level CCaaS architecture for complex
business needs.
- Experience creating and presenting to executive level
stakeholders (technical and non-technical).
- Excellent customer-facing presentation skills with the ability
to develop new solution pitches, value propositions, and demo
experiences.
- Existing knowledge and/or industry certifications for NICE
CXone and or Genesys CX and process automation technologies
- Contact Center as a Service (CCaaS) software management and
domain experience.
- NICE CXone and CXone Studio Experience
- Genesys CX Architect Experience
- Business Optimization: deep skills around business
analysis/call centers; experience in the KPIs and best practices of
call centers and their operations.
- Engineering Services: experience in specialized technical &
functional areas; deep technical expertise around software
engineering, programming languages, integration, and/or
databases.
- Skills around business analysis/call centers; experience in the
KPIs and best practices of call centers and their operations.
- Proficiency in productivity applications like Confluence, JIRA,
draw.io.
- Strong technical, analytical, and problem-solving skills.
- Analytical, inquisitive, service & team-oriented, friendly
demeanor, early adopter.
- Ability to establish and maintain strong working relationships
with key internal associates and partners.
- Self-motivated, attention to detail and excellent judgment
skills.
- 5 or more years experience as a Contact Center Solution
Architect, with a strong focus on architectural design,
implementation, and support of cloud contact center
solutions.Education:
- Bachelors/University degree, Masters degree
preferred------------------------------------------------------Job
Family Group:
Technology------------------------------------------------------Job
Family:Infrastructure------------------------------------------------------Time
Type:Full
time------------------------------------------------------Primary
Location:Irving Texas United
States------------------------------------------------------Primary
Location Full Time Salary Range:$125,760.00 - $188,640.00
In addition to salary, Citis offerings may also include, for
eligible employees, discretionary and formulaic incentive and
retention awards. Citi offers competitive employee benefits,
including: medical, dental & vision coverage; 401(k); life,
accident, and disability insurance; and wellness programs. Citi
also offers paid time off packages, including planned time off
(vacation), unplanned time off (sick leave), and paid holidays. For
additional information regarding Citi employee benefits, please
visit citibenefits.com. Available offerings may vary by
jurisdiction, job level, and date of
hire.------------------------------------------------------Anticipated
Posting Close Date:Oct 07,
2024------------------------------------------------------Citi is
an equal opportunity and affirmative action employer.Qualified
applicants will receive consideration without regard to their race,
color, religion, sex, sexual orientation, gender identity, national
origin, disability, or status as a protected veteran.Citigroup Inc.
and its subsidiaries ("Citi) invite all qualified interested
applicants to apply for career opportunities. If you are a person
with a disability and need a reasonable accommodation to use our
search tools and/or apply for a career opportunity review .View the
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Keywords: Hispanic Technology Executive Council, Richardson , Contact Center Solutions Architect - VP, Executive , Irving, Texas
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