Senior Business Architect
hace 2 días
We are seeking a highly skilled Senior Business Architect to join our client's Product Governance Squad in Barcelona. This team is responsible for implementing, supporting, and managing operational processes for our client's Corporate Contact Center platforms. Additionally, they are developing a Cloud-Based Platform to modernize customer call center environments, enhance the end customer experience, and streamline reporting processes.
Your Mission:
- Use voice-based call center technology, encompassing CTI user interfaces, call flow design, and reporting.
- Create product requirements based on input from the product and governance squad.
- Support the vendor in understanding defined requirements.
- Verify system and product specifications.
- Translate business requirements into technical system specifications.
- Map and document dependencies and influences of new system requirements.
- Maintain structured system-specific documentation.
- Work with product owners and development teams to ensure implemented functionality meets guidelines and support the entire development lifecycle.
- Define the ultimate vision for proof-of-concept and solution technical architecture, develop application designs consistent with SOA principles, and identify relevant modules and services for future solution architecture.
- Make low-level design decisions, identify potential evolution paths, and communicate impacts of architectural decisions to stakeholders.
Requirements:
- You have between 5 to 10 years of work experience in Call Center environments.
- You have experience working with Call Center technology in Cloud environments.
- You have more than 3 years of experience in contact centre systems analysis and designing contact centre services, processes and environments.
- You understand Contact Centre ecosystems dependencies: PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.
- You have a Computer Science Degree, a Technical Certification in Telecommunication or studies in a similar field.
- Hybrid work (3 days office, 2 days remote).
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