Job Description

Responsibilities

• The subject matter expert and programme manager for telephony and contact center systems
• Identify current architecture problems, future technological goals and provides expert advice on solutions.
• Serve as a technical expert on solutions design, development and implementation requirements to address business needs.
• Recognised as experienced and knowledgeable in telephony and contact center technologies including traditional, modern and cloud delivered models.
• Liaise with senior stakeholders to determine requirements and define the scope of the solution
• Evaluate client\'s system specifications, work practices and the nature of business
• Evaluate the state of telephony/contact center architecture for the organisation to inform the technology roadmap
• Develop a solution concept design to align with the enterprise architecture and to fulfil the business requirements
• Lead the technical solution design and delivery of architecture blueprints
• Analyse impact of a solution on client\'s overall business processes and systems to mitigate business risks
• Recommend adoption of new technologies and applications to initiate enhanced solutions
• Foster continuous improvement by looking for ways to improve the design processes, models and approach
• Drive the implementation of the solution to ensure technical soundness and integrity of the solution
• Create Proof of Concept and/or prototypes to verify if customer requirements can be fulfilled
• Optimise design to align with user requirements
• Evaluate different tools and techniques to create a common ground for the solution to be developed
• Provide guidance on technical standards guidelines and best practices aligned to the overall enterprise architecture
• Define the implementation / release processes
• Stakeholder Management
• Garner buy-in and support for the overall solution architecture design
• Oversee department management including budgets, forecasting, work allocations and staffing
• Develop staff through ongoing coaching, mentoring and career discussions
• Define common goals, direction and accountability among staff
• Drive effective performance management practices within department in accordance with company policies and procedures

• At least 8 - 10 years\' experience in developing, implementing and maintaining IT systems
• SME on Voice, IP Telephony and Contact
• PMP Certified
• CCNP Voice
• ITIL v3
• 10+ years experience in Voice technologies and solutions, centering around IP Telephony
• 3+ years experience with cloud delivered voice and contact center technologies

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