Contact Center Architect|

Role description: • Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices. • Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards. • Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications. • Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders. • Identify and manage dependencies between projects within the program. • Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders. • Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions. • Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution. • Responsible to understand solution in depth and how it integrates with other United internal 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 company's goals. • Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders. • Identify and manage dependencies between projects within the program. • Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions. • Implement and manage architecture 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 • 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. • Contact Center Transformation • Genesys • CCaaS